Genesys Agent Scripting Agent Scripting Deployment Guide
Tangazo
Tangazo
Genesys Agent Scripting 8.1
Deployment Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2009–2014 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys is the world's leading provider of customer service and contact center software—with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience,
Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service—and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees. Go to www.genesys.com
for more information.
Each product has its own documentation for online viewing at the Genesys
Documentation website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2014 Genesys
Telecommunications Laboratories, Inc. All rights reserved.
The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Customer Care . Before contacting
Customer Care, please refer to the Genesys Care Program Guide for complete contact information and procedures.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys Licensing Guide.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesys.com
Document Version: 81as_dep_08-2014_v8.1.20
3.00
Table of Contents
List of
Procedures
Preface
Chapter 1
Chapter 2
Chapter 3
About Genesys Agent Scripting................................................................. 9
Making Comments on This Document .................................................... 10
Contacting Genesys Technical Support................................................... 10
Document Change History ...................................................................... 11
Overview of Genesys Agent Scripting ............................................... 13
What are Business Process Scripts? ...................................................... 13
Genesys Agent Scripting Architecture..................................................... 14
Genesys Agent Scripting Components.................................................... 15
The Genesys Agent Scripting Development Environment.................. 15
The Runtime Engine ........................................................................... 15
Collaboration Mode............................................................................. 16
System Requirements.......................................................................... 19
Requirements and Supported Software .................................................. 19
Requirements Overview ..................................................................... 19
Supported Software ............................................................................ 21
Migration of Database Interfaces that Use Stored Procedures ............... 22
Defining Specific Parameters ............................................................. 22
Special Considerations for Oracle Databases .................................... 23
Installing Genesys Agent Scripting .................................................... 25
Installing Genesys Agent Scripting.......................................................... 25
Deploying Genesys Agent Scripting with HTTPS Connection Support ... 27
Configuring the HTTPS Connection for a Standalone Tomcat Setup
(JSSE Implementation)................................................................... 27
Deployment Guide 3
Table of Contents
Chapter 4
Chapter 5
Chapter 6
Configuring the HTTPS Connection for Apache with Tomcat Setup
(OpenSSL Implementation) ............................................................ 28
Installing Supporting Applications ..................................................... 31
MS SQL 32 and 64 bit Databases ...................................................... 32
Oracle Databases ............................................................................... 32
MySQL Databases.............................................................................. 32
IBM DB2 Databases ........................................................................... 32
JDBC Databases ................................................................................ 32
Installing Microsoft Visio 2003 Professional ............................................ 33
Preparing to Compile and Run Scripts: ASP ........................................... 33
Preparing to Compile and Run Scripts: JSP............................................ 34
Microsoft IIS Collaboration Server ...................................................... 34
Apache Tomcat or WebSphere Collaboration Server ......................... 35
Installing Supporting Applications for JSP............................................... 35
Installing the Java 2 Enterprise Edition SDK ...................................... 35
Installing Apache Tomcat.................................................................... 36
Installing IBM WebSphere 5.1 or 6.0 Application Server .................... 37
Installing MySQL for JSP Collaboration Mode.................................... 37
Creating and Setting Up a MySQL Database ..................................... 38
Installing Genesys Agent Scripting for Use with
Genesys Agent Interaction Layer ................................................. 41
Agent Desktop Integration with Genesys Agent Scripting ....................... 41
Genesys Agent Scripting Server ............................................................. 50
Genesys Agent Scripting Project Book.................................................... 50
Using Genesys Agent Scripting in Collaboration Mode ................... 53
Preparing for the Conversion................................................................... 53
Collaboration Mode............................................................................. 55
Creating a Folder for the Collaboration Server ................................... 55
Starting the Web Server...................................................................... 56
Starting Genesys Agent Scripting....................................................... 56
Converting the Project Book ............................................................... 57
Using a WebSphere Application Server for the Collaboration Server. 64
Managing Users and Project Books ........................................................ 69
Lock Exclusive/Unlock Exclusive........................................................ 70
4 Genesys Agent Scripting 8.1
Table of Contents
Build Project Book .............................................................................. 74
Using Genesys Agent Scripting Collaboration Administration................. 76
Home Screen...................................................................................... 77
Setting Up and Managing Users (Update Users) ............................... 79
Setting Up and Managing Project Books (Update Servers)................ 85
Chapter 7
Load Balancing and Failover............................................................... 89
Single Apache Server Load Balancing ............................................... 90
Multiple Apache Server Load Balancing............................................. 90
Configuring Load Balancing for a Single Apache HTTP Server ......... 92
Configuring Load Balancing for Multiple Apache Servers .................. 97
Configuring the Genesys Agent Scripting Studio.............................. 100
Configuring Apache Capacity ........................................................... 101
Appendix
Genesys Integration with the ASPX Platform .................................. 103
Supplements
Related Documentation Resources ................................................... 105
Document Conventions ...................................................................... 107
Index
Deployment Guide 5
Table of Contents
6 Genesys Agent Scripting 8.1
Deployment Guide
List of Procedures
Install Genesys Agent Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Configure Tomcat for HTTPS Connection . . . . . . . . . . . . . . . . . . . . . . . 28
Configure Apache HTTPD for HTTPS Connection. . . . . . . . . . . . . . . . . 28
Deploy Applications Under Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Improving Genesys Agent Scripting Web Application Performance. . . . 37
Create and Set up a MySQL Database . . . . . . . . . . . . . . . . . . . . . . . . . 38
Install the MySQL Connector/J Driver . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Integrate Genesys Agent Desktop (v7.6 or higher) with Genesys
Agent Scripting using Genesys Agent Interaction Layer . . . . . . . . . 42
Enable the Role Privilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Deploying Assignment Rules to Interaction Workspace. . . . . . . . . . . . . 46
Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Simple Install Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Click-Once Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Creating the Genesys Application for Genesys Agent Scripting . . . . . . 49
Configuring Genesys Configuration Server for Outbound Operations . . 49
Back Up a Project Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Copy the Connection String File for the JSP
Collaboration Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Start Genesys Agent Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Convert a Project Book to Collaboration mode. . . . . . . . . . . . . . . . . . . . 57
Use a WebSphere Application Server for the Collaboration Server . . . . 64
7
List of Procedures
Changing the Lock Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Unlocking the Project Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Prepare the Genesys Agent Scripting Tomcat Server . . . . . . . . . . . . . . 92
Configure the Apache HTTP Server using the mod_proxy module . . . . 92
Configure the Apache HTTP Server using the mod_jk module . . . . . . . 93
Deploy multiple project books using the mod_proxy module . . . . . . . . . 95
Compile and assign the Genesys Agent Scripting Script . . . . . . . . . . . . 96
Configure the Apache server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Compile and assign the Genesys Agent Scripting Script . . . . . . . . . . . 100
Enable Faster Runtime Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
8 Genesys Agent Scripting 8.1
Preface
Welcome to the Genesys Agent Scripting 8.1 Deployment Guide. This guide describes system requirements, installation of the Genesys Agent Scripting application, installation of supporting applications, and Genesys Agent
Scripting Collaboration mode.
This document is valid for the 8.1 release(s) of this product.
Note:
For versions of this document created for other releases of this product, visit the Genesys
Documentation website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
This preface contains the following sections:
About Genesys Agent Scripting, page 9
Making Comments on This Document, page 10
Contacting Genesys Technical Support, page 10
Document Change History, page 11
For information about related resources and about the conventions that are used in this document, see the supplementary material starting on
About Genesys Agent Scripting
Genesys Agent Scripting is a customization solution available with Genesys
Inbound Voice and Genesys Outbound Voice, a development tool that enables you to create and maintain browser-based web applications called “business process scripts.” A business process script guides agents through an effective customer interaction flow and helps them complete a structured business process.
The Genesys Agent Scripting web application provides many benefits. It ensures the quality of the interaction, adds structure and clarity to the definition of the process, integrates data access and data entry capabilities, maximizes the probability of success, and minimizes the training required by
Deployment Guide 9
Preface Intended Audience the agent. Genesys Agent Scripting assists in constructing the interfaces to other back office systems.
Intended Audience
This guide is primarily intended for system administrators or Genesys Agent
Scripting web application developers. It is also intended for contact center agents who will install and use Genesys Agent Scripting. The guide assumes that you have a basic understanding of:
•
CTI concepts, processes, terminology, and applications.
•
Network design and operation.
•
Your own network configurations.
•
You should also be familiar with:
Scripting using Active Server Pages (ASPs) or Java Server Pages
(JSPs).
Apache Tomcat 5.0 or 6.0; or Microsoft IIS 6.0, 7.0 or 7.5 web servers.
HTML editing.
Making Comments on This Document
If you especially like or dislike anything about this document, feel free to e-mail your comments to
.
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the scope of this document only and to the way in which the information is presented. Contact your Genesys Account
Representative or Genesys Technical Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
Contacting Genesys Technical Support
If you have purchased support directly from Genesys, please contact Genesys
Customer Care .
Before contacting technical support, please refer to the Genesys Customer
Care Program Guide.
10 Genesys Agent Scripting 8.1
Preface Document Change History
Document Change History
This section lists topics that are new or that have changed significantly since the first release of this document.
Changes to GAS 8.1.2
•
Added Chapter 7, “Load Balancing and Failover,” on page 89
.
Changes to GAS 8.1.1
•
“Agent Scripts” were renamed “Business Process Scripts” and the “Editor” was renamed the “Genesys Agent Scripting development environment” throughout the documentation.
•
Added 4 bullet points to explain Figure 1, “Structure of typical Genesys
Agent Scripting setup,” on page 14
.
•
Updated and revised the section “Requirements and Supported Software” on page 19 in Chapter 2 .
•
Added the section “Database Drivers” on page 31 in Chapter 4
.
•
Added the procedure “Enable the Role Privilege” on page 45
Changes to GAS 8.1.0
•
Product was updated from version 7.2 to 8.1.0; a process that involved screen shot and textual changes throughout.
•
Chapter 2, System Requirements
Numerous changes to software both supported and required, as third-party versions were upgraded.
•
Chapter 5, Installing Genesys Agent Scripting for Use with Genesys Agent
Interaction Layer
Added the new section “Agent Desktop Integration with Genesys
Agent Scripting” on page 41 , which includes these procedures:
“Integrate Genesys Agent Desktop (v7.6 or higher) with Genesys
Agent Scripting using Genesys Agent Interaction Layer” on page 42
.
“Installing the Interaction Workspace Plug-in for Genesys Agent
“Deploying Assignment Rules to Interaction Workspace” on page 46
.
“Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Simple Install Method” on page 46 .
“Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Click-Once Method” on page 47
.
Deployment Guide 11
Preface Document Change History
“Localizing the Interaction Workspace plug-in for Genesys Agent
12 Genesys Agent Scripting 8.1
Chapter
1
Overview of Genesys Agent
Scripting
Genesys Agent Scripting is a development tool that enables you to create and maintain browser-based web applications called “Business process scripts.”
This chapter contains the following sections:
What are Business Process Scripts?, page 13
Genesys Agent Scripting Architecture, page 14
Genesys Agent Scripting Components, page 15
What are Business Process Scripts?
An Business process script guides contact center agents through an interaction with a contact and helps them complete a structured business process. Typical business processes include filling out an application, identifying the right type of expert contact to handle an inquiry, troubleshooting a system, and so on.
The Business process script enables a contact center agent to work with the contact to complete a task. The script provides text (such as well-pointed questions) and data that help the agent deliver a consistently high level of service to the contact.
In addition to providing a simple linear flow of script text and related controls, a Genesys agent script can react dynamically to information from a customer.
This means that, using Genesys Agent Scripting, you can design a script to handle normal variations in a structured business process. As necessary, the script can respond dynamically to the answers to scripted questions.
Depending on the feedback, the flow of the script may change from one course to another. If the default flow is not correct for the contact's circumstances, the script may adjust by displaying a different page of text to the agent.
Deployment Guide 13
Chapter 1: Overview of Genesys Agent Scripting Genesys Agent Scripting Architecture
Business process scripts provide many benefits. A script ensures the quality of the interaction, adds structure and clarity to the definition of the process, integrates data access and data entry capabilities, maximizes the probability of success, and minimizes the training required by the agent. Genesys Agent
Scripting assists in constructing the interfaces to other back office systems.
Genesys Agent Scripting Architecture
Genesys Agent Scripting development environment
Agent Desktop
Web Server
Genesys
Collaboration Server
Web Server
Genesys Agent
Scripting web application
Database Database
Figure 1: Structure of typical Genesys Agent Scripting setup
Figure 1 illustrates the typical structure of a Genesys Agent Scripting
installation.
•
Business Process Scripts (Genesys Agent Scripting web applications) are created in Genesys Agent Scripting development environment and then deployed to a web server such as Apache Tomcat, Microsoft IS, or IBM
Application WebSphere.
•
Genesys Agent Scripting web applications are accessible to the Agent
Desktops via a web browser for stand-alone applications, or they can be integrated into Genesys Agent Desktop or Interaction Workspace.
•
Business Process Scripts can benefit from the integration of Genesys
Servers; they also open interfaces with other services to create custom solutions.
•
Genesys Collaboration Server can be used to secure development process by multiple users and development groups.
14 Genesys Agent Scripting 8.1
Chapter 1: Overview of Genesys Agent Scripting Genesys Agent Scripting Components
For details on supported environment software, see “Requirements and
Supported Software” on page 19 .
Genesys Agent Scripting Components
This section describes the components that make up the Genesys Agent
Scripting application.
The Genesys Agent Scripting Development Environment
The Genesys Agent Scripting Development Environment is a Windows-based, call-flow designer that developers use to write and edit complex business process scripts.
It provides two design modes:
•
Graphical
requires the installation of Microsoft Visio (2003, 2007, or
2010) software. This design mode employs customized flowchart elements to create, edit, or display the individual components of a call flow.
•
Tree-Structured
is the default design mode if you do not install Microsoft
Visio 2003 Professional. This design mode employs a standard tree structure to create, edit, or display pages, streams, process flows, and projects.
Genesys Agent Scripting contains a compiler that developers use to compile their newly created business process scripts and generate source files. The source files are one of the following types:
•
Active Server Page (ASP) or ASP.NET (ASPX) based on .Net Framework
1.1 & 2.0 that run on a Microsoft IIS 5.0, 6.0, 7.0 & 7.5 server.
•
Java Server Page (JSP) source files that run on an Apache Tomcat 5.0 or
6.0 server, or on the IBM WebSphere Application Server, version 5.1 or
6.0.
The Genesys Agent Scripting Development Environment provides two code-generation modes:
•
Incremental
(generates only what has changed since the last compile)
•
Full
(compiles all elements)
Developers can use the
Simulate
action in the Genesys Agent Scripting
Development Environment to start an Internet Explorer browser, and test scripts before actual deployment.
The Runtime Engine
The runtime engine provides agents access to the developed business process scripts, which reside on a web server and which the agent accesses and uses through a web browser.
Deployment Guide 15
Chapter 1: Overview of Genesys Agent Scripting New in This Release
The agent carries out an interaction with a customer. The runtime engine provides:
•
An intuitive display within the web browser.
•
Automatic and transparent business process script updates.
•
Data-entry validation.
•
Navigation capabilities for the agent.
These features facilitate the agent’s use of the designed business process script and guide the agent to a smooth interaction with the customer.
Collaboration Mode
Collaboration mode allows you to: convert Project Books to a multi-user format; check in and check out files; lock and unlock Project Books; and access the administration function to manage users and servers (for system administrators only).
The following functions are available in Collaboration mode:
•
Conversion of Project Books for multiple users
•
A Collaboration Check In / Check Out feature to manage multiple-user
Project Books
•
Login with password protection for system-administrator access to
Collaboration Administration
•
The ability to add, delete, activate, or deactivate user accounts and to update user information
•
The ability to lock and unlock multiple-user Project Books and to change the
Lock
mode
In many cases, it may be necessary for several developers to combine their efforts, or collaborate, on a large design/development project. After conversion to Collaboration mode, the Project Book remains in this mode. It cannot be restored to a single user mode.
New in This Release
Release 8.1.2
Release 8.1.1
This section describes the new features in Genesys Agent Scripting release
8.1.2:
•
Support for Load Balancing.
•
Support for Failover.
8.1.1 is a Maintenance Release of Genesys Agent Scripting that improves existing software functionality and documentation, including:
•
Support for the Role privilege.
•
Support for Microsoft Visio 2007 and 2010.
16 Genesys Agent Scripting 8.1
Chapter 1: Overview of Genesys Agent Scripting New in This Release
Release 8.1.0
•
Branding to reflect Genesys’s 2012 status as an independent company.
This section describes the new features in Genesys Agent Scripting release
8.1.0.
•
Genesys Agent Scripting now integrates with Interaction Workspace, using the Interaction Workspace Plug-in for Genesys Agent Scripting.
•
Genesys Agent Scripting has a compliant look and feel with the Genesys
8.x software suite.
•
You can deploy for Interaction Workspace or Genesys Agent Desktop, on the Deployment Settings Tab of the Process Flow Assignment Rules dialog box. Press F1 to view the corresponding help topic, for details.
•
When a business process script that supports the Mark Done feature is running under Interaction Workspace, the Mark Done button is hidden in the Interaction Window of Interaction Workspace.
•
Opening a GAS 7.2 script with the 8.1 Genesys Agent Scripting
Development Environment automatically migrates it to Genesys Agent
Scripting 8.1.
•
The new default Stylesheet for business process scripts that you create in
Genesys Agent Scripting 8.1 can also be applied to imported business process scripts.
Deployment Guide 17
Chapter 1: Overview of Genesys Agent Scripting New in This Release
18 Genesys Agent Scripting 8.1
Chapter
2
System Requirements
This chapter outlines the software requirements for the Genesys Agent
Scripting 8.1 application.
This chapter contains the following sections:
Requirements and Supported Software, page 19
Migration of Database Interfaces that Use Stored Procedures, page 22
Requirements and Supported Software
Review the operating system and software requirements for running the
Genesys Agent Scripting in this section before installing Genesys Agent
Scripting.
Requirements Overview
This section describes deployment types and options of Genesys Agent
Scripting.
Business Process Scripts visualization
The Genesys Agent Scripting development environment supports graphical visualization of Process Flows and Stream Flows of Business Process Scripts.
To use this feature, you must install Microsoft Visio on the same machine as
Genesys Agent Scripting.
Standalone Application
To deploy and run any standalone Genesys Agent Scripting web application developed in the Genesys Agent Scripting development environment requires:
Deployment Guide 19
Chapter 2: System Requirements Requirements and Supported Software
•
Genesys Agent Scripting Server
•
A web browser
Integration with Genesys Environment
Genesys Agent Scripting web application integration with Genesys environment requires integration layer to communicate with Genesys servers.
•
The Genesys Agent Scripting web application requires Genesys Agent
Scripting Server and a web browser.
•
Genesys environment integration in your project requires the Genesys
Agent Interaction Toolkit enables.
•
The Java-based server platform requires additional libraries, which are included in Genesys Agent Scripting.
•
For the Microsoft IIS platform, use Genesys Integration Server and Agent
Interaction
Note:
Genesys Environment integration based on Microsoft IIS is supported only for the ASPX platform.
Agent Desktop customization for Genesys environment integration is available for Genesys Agent Desktop and Interaction Workspace. Genesys Agent
Desktop is customized with a customization servlet included with Genesys
Agent Scripting. Interaction Workspace is customized by the Interaction
Workspace Plug-in For Genesys Agent Scripting. As with most Genesys products, Genesys Agent Scripting web application requires Application configuration on Genesys Configuration Server. To complete integration of your Business Process Scripts, you must set Assignment Rules for your Agent
Desktop.
Genesys Collaboration Server
Collaboration Mode supports multiple users and development groups on the
Genesys Agent Scripting development environment. This feature requires
Genesys Collaboration Server and database server.
Load Balancing and Failover
The load balancing and failover feature requires Apache HTTP server 2.x with the mod_proxy
or the mod_jk
modules configured.
Note:
Load balancing and failover is supported for Tomcat deployment only.
20 Genesys Agent Scripting 8.1
Chapter 2: System Requirements Requirements and Supported Software
Supported Software
Genesys Agent Scripting Development Environment OS Support
•
Windows x86 (32-bit): 2003, 2008, Vista, Windows 7, 8, 8.1
•
Windows x64 (32-bit): 2003, 2008, 2012, Vista, Windows 7, 8, 8.1
Graphical Design Software
•
Microsoft Visio 2003, 2007 and 2010. Visio is required only for graphical design mode, showing Process and Stream Flow diagrams within the
Genesys Agent Scripting Development Environment.
Version Control Server Databases Support
•
10g Release 1, 10g Release 2, 11g, 11g RAC.
•
Microsoft SQL Server 2005, 2008.
•
MySQL 4 or higher
•
DB2 8.1, 8.2
Genesys Agent Scripting Server OS Support
•
Red Hat Enterprise Linux (32 & 64-bit): 4.0, 5.0, 6.0, 7.0
•
Windows x86 (32-bit): 2003, 2008, Vista, Windows 7, 8, 8.1
•
Windows x64 (32-bit): 2003, 2008, 2012, Vista, Windows 7, 8, 8.1
•
Windows x64 (64-bit): 2003, 2008, 2012, Windows 7, 8, 8.1
Genesys Agent Scripting Web Server Support
•
Tomcat 5.0, 6.0, 7.0
•
IIS 6.0, 7.0, 7.5, 8.0, 8.5
•
IBM WebSphere Application Server 5.1, 6.0
•
Apache HTTP 2.x
Genesys Agent Scripting Server Databases Support
•
10g Release 1, 10g Release 2, 11g, 11g RAC.
•
Microsoft SQL Server 2005, 2008
•
DB2 8.1, 8.2
Java SDK Frameworks Support
•
Java SDK 1.4.2, 1.5, 1.6
Deployment Guide 21
Chapter 2: System Requirements Migration of Database Interfaces that Use Stored Procedures
Genesys Agent Scripting Client Browsers Support
•
Microsoft Internet Explorer 6, 7, 8, 9, 10, 11
•
Citrix, XenApp 4.0, 4.5, 5.0, 6.0
Genesys Agent Desktop Client OS Support
•
Windows x86: Vista, Windows 7, 8, 8.1
•
Windows x64: Vista, Windows 7, 8, 8.1
Interaction Workspace Plug-in for Genesys Agent Scripting OS Support
•
Windows x86 (32-bit): 2003, 2008, Vista, Windows 7, 8, 8.1
•
Windows x64 (32-bit): 2003, 2008, 2012, Vista, Windows 7, 8, 8.1
Migration of Database Interfaces that Use
Stored Procedures
Note:
The information in this section applies only to Project Books containing Database Interfaces that use Stored Procedures from
Releases 7.0 and 7.0.1. It also assumes that you are upgrading to 7.2 or higher.
After migrating a project book to the new version of Genesys Agent Scripting, some special considerations exist.
If the project book contains the Database Interface for Stored Procedures, you will need to perform some manual changes, using the Genesys Agent Scripting
Development Environment. This section explains how to make these changes.
Genesys Agent Scripting 7.2 and higher supports output parameters and return values for Stored Procedures.
Defining Specific Parameters
To support this feature, you must define the Stored Procedures parameters that have the following directions and SQL Types.
Directions:
Input
Output
Input/Output
Return Value
22 Genesys Agent Scripting 8.1
Chapter 2: System Requirements Migration of Database Interfaces that Use Stored Procedures
SQL Types:
INTEGER
FLOAT
VARCHAR
DATE
TIMESTAMP
CURSOR
REAL
SMALLINT
BIGINT
DOUBLE
DECIMAL
TIME
For existing project books that contain Stored Procedures parameters, Genesys
Agent Scripting automatically migrates the parameter definitions. It defines them with a direction of
Input
and a SQL Type of
VARCHAR
. This automatic migration might cause a discrepancy of types during runtime if the input parameter is not supposed to be of the type
VARCHAR
. Therefore, we recommend that you check all of the parameter definitions for all of the Database
Interfaces.
Special Considerations for Oracle Databases
Genesys Agent Scripting 7.2 and higher performs additional migration of all parameter definitions for the Oracle Database. In previous versions of Genesys
Agent Scripting, a Stored Procedure Database Interface could only call Stored
Procedures that contained output parameters that matched the columns defined in the Database Interface. The call to the Stored Procedure would result in data being returned in these columns. The columns are mapped to the Table Field defined in the Database Interface. The result was the return of one table row.
This restricted the stored procedure from returning multiple rows for a table.
This restriction was the result of the Oracle Database forcing all outputs from a stored procedure to be returned as output parameters, including SQL query results.
Now, with the support of
CURSOR
output parameters, Genesys Agent Scripting is no longer forced to treat the defined columns as output parameters. The migration of Database Interfaces now results in defining new Output parameters of the type
VARCHAR.
This parameter applies to each of the defined columns whose output values are mapped to the Table Fields previously associated with the columns.
The execution of the migrated Database Interface results in the associated fields being updated with the values from each output parameter. However, it does not force the defined Table Field associated with these fields to be updated. So, you must perform manual changes to force the Table Field to be reloaded. Or, you can change the Stored Procedure to remove the output parameter for each column, and to define an output parameter of the SQL Type
Deployment Guide 23
Chapter 2: System Requirements Migration of Database Interfaces that Use Stored Procedures
CURSOR.
This will save the results of a SQL query into the Table Field defined for the Database Interface.
24 Genesys Agent Scripting 8.1
Chapter
3
Installing Genesys Agent
Scripting
This chapter describes how to install the Genesys Agent Scripting application.
This chapter contains the following sections:
Installing Genesys Agent Scripting, page 25
Deploying Genesys Agent Scripting with HTTPS Connection Support, page 27
Installing Genesys Agent Scripting
The Genesys Agent Scripting installation process uses an InstallShield Wizard.
If you have a previously installed version of Genesys Agent Scripting on your computer, this version must be uninstalled before proceeding with the installation of the current version.
Your Existing Scripts Are Safe
You can relax: uninstalling Genesys Agent Scripting 7.2 will not destroy your business process scripts. They are preserved. As an added measure of safety, you may wish to copy some or all of those scripts to a different directory. Do your scripts have unique names? Backing up crucial data before a reconfiguration is always a good idea.
Genesys Agent Scripting also preserves the paths to your projects during the installation.
If you use Collaboration mode, refer to Chapter 6, “Using Genesys Agent
Scripting in Collaboration Mode,” on page 53
for information about handling and converting project books.
Deployment Guide 25
Chapter 3: Installing Genesys Agent Scripting Installing Genesys Agent Scripting
Procedure:
Install Genesys Agent Scripting
Start of procedure
1. Insert the CD into the CD drive.
The CD should begin the installation automatically. If it doesn’t start, go to the CD drive from Windows Explorer and double-click setup.exe.
The Checking Operating System Version screen displays a progress bar appears while the system prepares for installation.
2. At the Welcome to the Installation of Genesys Agent Scripting screen, click
Next
to continue.
Note:
At any point in the install, you may quit by clicking
Cancel
or the
X in the upper-right corner of any screen. At the
Confirm Quit screen that appears, click
Yes
to confirm cancellation, or click
No and then click
Next
to continue the installation.
3. At the
Choose Destination Location
screen, click the
Default
button to approve the default installation directory
C:\Program Files\GCTI\Genesys
Agent Scripting\ or click the
Browse...
button to select or create a new directory.
Note:
Genesys recommends using the default directory. Instructions later in the guide assume that Genesys Agent Scripting is installed in the default directory.
4. Click
Next
to continue with the installation.
The Ready to Install screen appears. The Wizard is ready to install the
Genesys Agent Scripting application.
5. Click the
Ins tall button to start the installation process and to open the
Installation Status screen.
This screen displays installation status. When the application has finished installing, the Installation Complete screen appears.
6. Click
Finish
to close the wizard.
Genesys Agent Scripting is installed.
End of procedure.
26 Genesys Agent Scripting 8.1
Chapter 3: Installing Genesys Agent Scripting Deploying Genesys Agent Scripting with HTTPS Connection Support
Next Steps
•
To run Genesys Agent Scripting, select
Start
>
Programs
>
Genesys
Solutions
>
Genesys Agent Scripting
>
Start Agent Scripting
from the main taskbar.
•
Genesys Agent Scripting contains a Help system that provides reference information on all the elements of the graphical user interface (GUI). Once you have started the Genesys Agent Scripting application, access the Help system in one of the following ways:
Press
F1.
Select
Help
>
Genesys Agent Scripting Help.
Help information is organized in a structure similar to the menu structure within Genesys Agent Scripting.
Deploying Genesys Agent Scripting with
HTTPS Connection Support
Genesys Agent Scripting supports HTTPS for the connection between the
Agent Desktop and the Genesys Agent Scripting web server. HTTPS is the communication protocol for secure encrypted communication. Security certificates are used to encrypt and ensure authenticity of communication during HTTPS connection. The client must trust the security certificated to allow secure communication with the website.
Configuring the HTTPS Connection for a Standalone Tomcat
Setup (JSSE Implementation)
To generate a self-signed certificate with the Java tool, execute the following command and instructions:
<JAVA_HOME>\bin\keytool -genkey -alias tomcat -keyalg RSA -keystore
<KEYSTORE_LOCATION>\keystore
Note:
Use the Genesys Agent Scripting server fully qualified domain name as the Common Name when creating the certificate.
Deployment Guide 27
Chapter 3: Installing Genesys Agent Scripting Deploying Genesys Agent Scripting with HTTPS Connection Support
Procedure:
Configure Tomcat for HTTPS Connection
Start of procedure
1. Configure Tomcat's connector in the
<TOMCAT>/conf/server.xml
file:
<Connector port="443" protocol="org.apache.coyote.http11.Http11Protocol"
keystoreFile="<KEYSTORE_LOCATION>\keystore" keystorePass="<KEYSTORE_PASSWORD>"
maxThreads="150" SSLEnabled="true" scheme="https" secure="true"
clientAuth="false" sslProtocol="TLS" />
2. Configure the path to truststore in Java option (add the following line to top of
<TOMCAT>\bin\catalina.bat
file): s et JAVA_OPTS=%JAVA_OPTS%
-Djavax.net.ssl.trustStore="<KEYSTORE_LOCATION>\keystore"
-Djavax.net.ssl.trustStorePassword="<KEYSTORE_PASSWORD>"
End of procedure
Configuring the HTTPS Connection for Apache with Tomcat
Setup (OpenSSL Implementation)
The following example shows a self-signed certificate generated with the
Apache openssl tool:
<APACHE>/bin/openssl req -x509 -nodes -days 365 -newkey rsa:2048
-keyout "<APACHE>/conf/server.key" -out "<APACHE>/conf/server.crt"
-config "<APACHE>/conf/openssl.cnf"
Note:
Use the Genesys Agent Scripting server fully qualified domain name as the Common Name when creating the certificate.
Procedure:
Configure Apache HTTPD for HTTPS Connection
Start of procedure
1. Uncomment the include conf/httpd-ssl.conf
line in the
<APACHE>/conf/httpd.conf file.
2. Modify the httpd-ssl.conf
file:
a. Set the path to the certificate:
SSLCertificateFile
"<APACHE>/conf/server.crt"
28 Genesys Agent Scripting 8.1
Chapter 3: Installing Genesys Agent Scripting Deploying Genesys Agent Scripting with HTTPS Connection Support
b. Set the path to the key:
SSLCertificateKeyFile
"<APACHE>/conf/server.key"
3. Import the Apache HTTPD's certificate to JVM execute and follow the instruction:
"<JAVA_HOME>\bin\keytool" -import -alias apache_httpd -file
"<APACHE>\conf\server.crt" -keystore
"<JAVA_HOME>\jre\lib\security\cacerts"
End of procedure
Note:
When using the Tomcat node in a setup with Apache HTTPD , set the
Target URL and the XMLServerURL to point into the Apache
HTTPD HTTPS resource.
Deployment Guide 29
Chapter 3: Installing Genesys Agent Scripting Deploying Genesys Agent Scripting with HTTPS Connection Support
30 Genesys Agent Scripting 8.1
Chapter
4
Installing Supporting
Applications
This chapter describes how to install the supporting applications that Genesys
Agent Scripting needs to run properly.
This chapter contains the following sections:
Installing Microsoft Visio 2003 Professional, page 33
Preparing to Compile and Run Scripts: ASP, page 33
Preparing to Compile and Run Scripts: JSP, page 34
Installing Supporting Applications for JSP, page 35
Preparing to Install
Genesys Agent Scripting requires the presence of certain supporting applications to ensure smooth operation of all of its features and functions. The type of environment you will be using and the level of functionality you require from Genesys Agent Scripting determine which supporting applications you must install, as well as other configuration changes that may be required.
For system administrators wishing to use a Genesys Agent Scripting JSP
Collaboration Server, additional software installations are required. See
“Apache Tomcat or WebSphere Collaboration Server” on page 35 for details.
Database Drivers
You must install the corresponding database driver for your database platform.
Deployment Guide 31
Chapter 4: Installing Supporting Applications Database Drivers
MS SQL 32 and 64 bit Databases
•
Obtain the Java platform driver from this web page: http://www.microsoft.com/download/en/details.aspx?displaylang=en&id=11774
•
Obtain the .NET platform driver by installing .NET framework 2.0, 3.0,
3.5 or 4.0.
Oracle Databases
•
Obtain the Java platforms 32 and 64 bit drivers from this web page: http://www.oracle.com/technetwork/database/features/jdbc/index-0912
64.html
or find the driver in your database installation path, for example: path_to_oracle_DB\product\version_of_oracle\dbhome_1\jdbc\lib folder
•
Obtain the .NET platform 32 bit driver from this web page: http://www.oracle.com/technetwork/topics/dotnet/utilsoft-086879.html
•
Obtain the .NET platform 64 bit driver from this web page: http://www.oracle.com/technetwork/database/windows/downloads/index-
090165.html
MySQL Databases
•
Obtain the MySQL on Java and .NET platforms drivers from this web page: http://www.mysql.com/products/connector/
IBM DB2 Databases
•
Obtain the Java platform driver from this web page: http://www-01.ibm.com/support/docview.wss?uid=swg21363866
•
Obtain the .NET platform driver from this web page: http://www-01.ibm.com/support/docview.wss?uid=swg21418043
JDBC Databases
•
For the JDBC drivers, be certain that the corresponding
*.jar
file is in the
TOMCAT_HOME/lib folder
(the exact location depends on the installed
Tomcat version), or any location that is accessible to the Java Web Server that is running the generated Agent Scripting Web application.
32 Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications Installing Microsoft Visio 2003 Professional
Installing Microsoft Visio 2003
Professional
Process flows and streams are two of the building blocks used to build business process scripts (Genesys Agent Scripting web applications) for end users. If agents intend to use process flow or stream diagrams to conceptualize and/or build process flows or streams, you must install Microsoft Visio 2003
Professional on any system running Genesys Agent Scripting.
Genesys Agent Scripting looks for the presence of Microsoft Visio 2003
Professional. If found, process flow and stream diagrams, as well as diagram- creation features, become available.
If Genesys Agent Scripting does not find Microsoft Visio 2003 Professional, the application functions normally, but without process flow and stream diagramming.
Obtain Microsoft Visio 2003 Professional from any software retailer/vendor.
Preparing to Compile and Run Scripts: ASP
If you intend to build Genesys Agent Scripting web applications with Active
Server Pages (ASPs), you will need access to a Microsoft IIS 6.0, 7.0 or 7.5 web server to successfully compile, simulate, and run the script pages.
•
For Active Server Pages, you must have a Microsoft IIS 6.0, 7.0 or 7.5 web server on your system, or have network access to a server that is running
Microsoft IIS 6.0, 7.0 or 7.5.
•
To deploy scripts, you will need remote access to the Microsoft IIS server that will host the scripts.
Notes:
• Upon installation of (or upgrade to) the Microsoft Windows 2000
Server operating system, Microsoft IIS 5.0 web server is installed automatically.
• Upon installation of (or upgrade to) the Microsoft Windows 2003
Server operating system, Microsoft IIS 6.0 web server is installed automatically.
Building Business Process Scripts with Active Server
Pages.NET (ASPXs)
If you intend to build Genesys Agent Scripting web applications with Active
Server Pages.NET (ASPXs), you must have Microsoft.NET Framework
Version 1.1 and the latest available Service Packs installed on your IIS server.
Deployment Guide 33
Chapter 4: Installing Supporting Applications Preparing to Compile and Run Scripts: JSP
•
IIS 6.0—comes with Microsoft.NET Framework version 1.1 already installed.
When running Genesys Agent Scripting web applications as ASPs, the
Microsoft XML Parser Version 3.0 or higher must be installed on the Server system for either of the following:
IIS 6.0 - the appropriate version is already installed with the operating system.
Preparing to Compile and Run Scripts: JSP
If you intend to build Genesys Agent Scripting web applications with Java
Server Pages (JSPs), you must install or have access to:
•
The Java 2 Enterprise Edition (J2EE) SDK.
To successfully compile and run script pages, you need:
•
An Apache Tomcat 5.0 or 6.0 web server, or WebSphere Application
Server, Version 5.1 or 6.0.
J2EE SDK
The Java 2 Enterprise Edition SDK is required to enable Apache Tomcat 5.0 or
6.0 to compile Java Server Pages (JSPs).
Obtain this SDK at no cost from Oracle’s Java website at http://www.oracle.com/technetwork/java/javaee/downloads/index.html.
Tomcat
The Java 2 Enterprise Edition v1.4.2 SDK or higher is required to enable
Apache Tomcat 5.0 or 6.0 to compile Java Server Pages (JSPs). For Apache
Tomcat 6.0, the Java 2 Enterprise Edition v5 SDK or higher is required.
Obtain this SDK at no cost from Oracle Java website at http://www.oracle.com/technetwork/java/javaee/.
You will obtain a self-extracting archive with a name such as java_ee_sdk-6u3-windows.exe
(the name of the file that you obtain may differ).
Microsoft IIS Collaboration Server
You do not need to install any additional software on your Microsoft Windows
2000 or 2003 Server to build and use a Microsoft IIS Collaboration Server
(ASP environment).
When running on Microsoft IIS, the Microsoft IIS 5.0 or 6.0 Collaboration
Server database is set up automatically.
34 Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications Installing Supporting Applications for JSP
When running business process scripts as ASPs, the Microsoft XML Parser
Version 3.0 or higher must be installed on the Server system.
IIS 5.0: available to download from Microsoft's website.
IIS 6.0: the appropriate version is already installed with the operating system.
Apache Tomcat or WebSphere Collaboration Server
There are special requirements to build and use an Apache Tomcat or
WebSphere web server as the Collaboration Server (JSP environment).
A MySQL database is required to run in Collaboration mode on a Tomcat server. This database server must be installed and started. Genesys Agent
Scripting provides a SQL file to create the tables and fields that the
Collaboration Server requires.
These steps must precede the conversion of a Project Book to Collaboration mode within Genesys Agent Scripting.
See “Installing MySQL for JSP Collaboration Mode” on page 37
for more details.
Installing Supporting Applications for JSP
For Java Server Pages, you will need to install either the Java 2 Enterprise
Edition 1.4 SDK or 1.3.1. In addition, you must install the Apache Tomcat web server or the WebSphere 5.1 or 6.0 application server on your system or have network access to a server running an Apache Tomcat web server or a
WebSphere 5.1 or 6.0 application web server.
Note:
To correctly set up with Tomcat in Collaboration mode under JSP, it is necessary to download the activation.jar
and mail.jar
files needed by Tomcat. They are not deployed by default. You can download these from http://java.sun.com/products/javamail/
. Put them in
...
\common\lib
directory under Tomcat.
Finally, if you will be using Collaboration mode for JSP, you must have a
MySQL database available and you must install the open source MySQL
Database Server on the computer running Genesys Agent Scripting.
Installing the Java 2 Enterprise Edition SDK
Download the Java 2 Enterprise Edition SDK from Sun’s Java website at http://www.oracle.com/technetwork/java/javaee/.
You will obtain a self-extracting archive such as java_ee_sdk-6u3-windows.exe
(the name of the file that you obtain may differ).
Deployment Guide 35
Chapter 4: Installing Supporting Applications Installing Supporting Applications for JSP
Double-click the self-extracting archive file and follow the instructions to install the SDK.
Installing Apache Tomcat
Download the Apache Tomcat 5.0 or 6.0 binary files at no cost from the
Apache website at http://jakarta.apache.org/tomcat/.
You will obtain a self-extracting archive such as jakarta-tomcat-5.5.29.exe
(the name of the file you obtain may differ).
Note:
Install the Java 2 Enterprise Edition 1.4.2, 1.5, or v6 SDK before installing Tomcat. The Apache Tomcat installation looks for an installed Java Development Kit.
Double-click the self-extracting archive file and follow the instructions to install Apache Tomcat.
Procedure:
Deploy Applications Under Tomcat
Purpose: When using an Apache Tomcat web server, the generated Genesys
Agent Scripting web application created by the Genesys Agent Scripting
Development Environment is deployed as a separate application. During deployment, context information (folder WEB-INF) is automatically included, enabling Tomcat to recognize the application. If the generated Genesys Agent
Scripting web application is deployed in the webapps folder of Tomcat, then
Tomcat must be restarted to make the application available.
If you are using Tomcat and you are not deploying the generated Genesys
Agent Scripting web application in the Tomcat’s webapps folder, then you need to use Tomcat Web Application Manager to tell Tomcat where the application is deployed.
Start of procedure
1. Open a Web browser.
2. Go to http://<machine_name>
:
8080/manager/html
(< machine_name>
is the name of the machine on which Tomcat is installed).
3. In the Tomcat Web Application Manager, specify the sub-directory folder of the generated Web application you wish to deploy.
End of procedure
36 Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications Installing Supporting Applications for JSP
Procedure:
Improving Genesys Agent Scripting Web Application
Performance
Purpose: To improve the performance of Genesys Agent Scripting web applications, set Tomcat's Maximum Memory Pool value to 1024 MB.
Start of procedure
1. Run: <
Tomcat Installation Directory
>
/bin/TomcatW.exe
.
2. Click the
Java Properties
tab.
3. Set Maximum Memory Pool to 1024 MB.
End of procedure
Installing IBM WebSphere 5.1 or 6.0 Application Server
Install WebSphere Application Server as you would any other Windows-based application. Follow the instructions throughout the installation process.
Install Java 2 EE 1.4.2 or 1.5 or v6 SDK following Oracle’s installation process.
Installing MySQL for JSP Collaboration Mode
Genesys Agent Scripting requires the presence of a MySQL database to convert a Project Book from single-user to multiple-user (Collaboration) mode within a JSP environment.
To use Collaboration mode for JSP, you must have a MySQL database available and you must install the open source MySQL Database Server on the computer that is running Genesys Agent Scripting.
For instructions on setting up a MySQL database, see “Creating and Setting
Up a MySQL Database” on page 38
.
Installing MySQL Database Server
Download the open source MySQL Database Server at no cost from http://www.mysql.com/downloads/index.html
. You will obtain a ZIP file such as mysql-4.0.18-win.zip
(the name of the file you obtain may differ).
Extract the installation files from the ZIP file, double-click setup.exe,
and follow the instructions to install MySQL Database Server.
You now need to create a MySQL database if you intend to use the Genesys
Agent Scripting Collaboration Module with JSP. See the next section for more details.
Deployment Guide 37
Chapter 4: Installing Supporting Applications Installing Supporting Applications for JSP
Creating and Setting Up a MySQL Database
Procedure:
Create and Set up a MySQL Database
Prerequisites
•
Install MySQL Database Server in the default directory: c:\mysql.
Start of procedure
1. Run MySQL Database Server from a command line.
2. Copy the SQL command file
SQL_WWC_NEW_7-0-1.sql
from the Genesys
Agent Scripting JSP Collaboration folder (by default c:\Program
Files\GCTI\Genesys Agent Scripting\Collaborate jsp Web Folder\) to the mysql\bin
directory.
3. Access a command prompt in Windows:
a. Click the Start button.
b. Select Run.
c. Select or type cmd
and click OK.
4. Change to the MySQL server directory:
\mysql\bin
.
5. Start the MySQL Database Server administrator tool if it is not already running: winmysqladmin
6. Log in as administrator: mysql --user=root mysql
7. Create a user called wwc
for Genesys Agent Scripting Collaboration:
GRANT ALL PRIVILEGES ON *.* TO ‘wwc’@‘ hostname ’ IDENTIFIED BY ‘wwc’
WITH GRANT OPTION;
Note:
You may substitute other values for the user (
‘wwc’
) and the password (
‘wwc’
). If you do, however, you will need to change the
.
hostname
:
This is the hostname from which the user ' wwc
' will access the
MySQL database. The hostname must be a fully qualified name, or can be set to
%
to indicate that the user can access this database from any host.
8. Create a database called
WWC
to use for Genesys Agent Scripting
Collaboration: mysql> CREATE DATABASE WWC;
38 Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications Installing Supporting Applications for JSP
You may substitute another value for the database name (
WWC
). If you do, however, you will need to change the default value in the connection string
file. See “Copy the Connection String File for the JSP Collaboration
.
9. Select this database (make it active): mysql> USE WWC;
10. Invoke the SQL command file (
SQL_WWC_NEW_7-0-1.sql
) to create the tables needed for Genesys Agent Scripting Collaboration: mysql > SOURCE SQL_WWC_NEW_7-0-1.sql
11. Exit MySQL Administration: mysql> EXIT
12. Close the Command Prompt window.
The database is now set up properly.
End of procedure
Next Steps
•
Install the MySQL Connector/J Driver (see below)
Procedure:
Install the MySQL Connector/J Driver
Prerequisites
•
Apache Tomcat 5.0 or 6.0 must be installed in its default directory.
Start of procedure
1. Download the MySQL Connector/J Driver from http://www.mysql.com/downloads/index.html
. (This is open-source software, available at no cost.) You will obtain a ZIP file whose name has the following form: mysql-connector-java-3.0.11-stable.zip
The name of the file you obtain may differ. Now install the downloaded file:
2. Extract the installation files from the ZIP file.
3. Locate the file mysql-connector-java-3.0.11-stable-bin.jar
(the name of the
.jar
may differ), and copy it to the following location:
For Tomcat:
<TOMCAT>
\shared\lib
Deployment Guide 39
Chapter 4: Installing Supporting Applications Installing Supporting Applications for JSP
...where
<TOMCAT>
is the path to the Tomcat directory.
Note:
No action is necessary when running on WebSphere Application
Server version 5.1 or 6.0.
End of procedure
You have now installed all the supporting applications and drivers you need to run in Genesys Agent Scripting JSP Collaboration mode.
Upgrading a MySQL Database from Genesys Agent
Scripting Version 7.0.0
If you are upgrading from Genesys Agent Scripting version 7.0.0 to version
7.0.1 or higher, the MySQL Collaboration database must be upgraded. To do this,
•
Run the SQL command file
SQL_WWC_UPDATE_7-0-1.sql against your current Genesys Agent Scripting 7.0.0 Collaboration database.
40 Genesys Agent Scripting 8.1
Chapter
5
Installing Genesys Agent
Scripting for Use with
Genesys Agent Interaction
Layer
This chapter is intended for Genesys software administrators. It describes how to install Genesys Agent Scripting for use with the Genesys Agent Interaction layer, which is implemented in Java®.
Genesys Agent Scripting provides a Java Servlet that can be integrated with the Agent Desktop’s software to provide access to Genesys Agent Interaction
Layer. Data from an interaction can be used to determine the server location and the starting point of the business process script to be used to process the interaction.
This chapter contains the following sections:
Agent Desktop Integration with Genesys Agent Scripting, page 41
Genesys Agent Scripting Server, page 50
Genesys Agent Scripting Project Book, page 50
T-Server Configuration, page 51
Agent Desktop Integration with Genesys
Agent Scripting
Procedures in this section:
Integrate Genesys Agent Desktop (v7.6 or higher) with Genesys Agent
Scripting using Genesys Agent Interaction Layer, page 42
Installing the Interaction Workspace Plug-in for Genesys Agent Scripting, page 44
Deployment Guide 41
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
Deploying Assignment Rules to Interaction Workspace, page 46
Installing the Interaction Workspace plug-in for Genesys Agent Scripting,
Simple Install Method, page 46
Installing the Interaction Workspace plug-in for Genesys Agent Scripting,
Note:
If you are using the Genesys Agent Desktop (version 7.6
or higher),
skip this section and proceed to the section entitled “Integrate Genesys
Agent Desktop (v7.6 or higher) with Genesys Agent Scripting using
Genesys Agent Interaction Layer” on page 42 .
Procedure:
Integrate Genesys Agent Desktop (v7.6 or higher) with
Genesys Agent Scripting using Genesys Agent
Interaction Layer
Prerequisites
•
These instructions assume that you have a basic Genesys Agent Desktop
(GAD) installation. If the GAD has already been customized, these instructions must be modified accordingly.
•
Genesys requires you to run the Genesys Agent Desktop on its own dedicated Java web server. Therefore the business process scripts should be deployed to a separate Java web server.
•
For detailed information about the Genesys Agent Desktop application, refer to the Genesys Desktop 7.6 Deployment Guide and the Genesys
Desktop 7.6 Developer's Guide.
Start of procedure
1. If Genesys Agent Desktop has NOT been previously customized:
a. Copy the entire directory from the GAS Install path
...
\GenesysIntegration\gdesktop\custom
directly to the GAD Java
Server's Web Application path ...
\gdesktop\custom
.
b. Copy the file custom.properties
from the GAS Install path
...
\GenesysIntegration\gdesktop
to the GAD Java Server's Web
Application path ...
\gdesktop\WEB-INF\classes
. The string “Agent
Scripting” may be changed to any value that you want to use as a label on the AgentScripting tab.
42 Genesys Agent Scripting 8.1
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
2. If Genesys Agent Desktop HAS been customized, you must update the customization files to include the Genesys Agent Scripting customization, as follows:
a. Modify ...
\gdesktop\custom\custom.xml
, which is located in the GAD
Java Server's Web Application directory, to include the AgentScripting
Tab information from the supplied sample
AgentScripting.xml
file from the ...
\GenesysIntegration\gdesktop\custom
directory.
b. Include the javascript-onload section for the GAD window in the custom.xml file.
c. Put
AgentScripting.jsp
in the GAD Java Server's Web Application directory ...
\gdesktop\custom
.
AgentScripting.jsp
is located in the
Genesys Agent Scripting Install directory
...
\GenesysIntegration\gdesktop\custom
.
d. Add the following line
AgentScripting=<Agent Scripting> to this file
...
\WEBINF\classes\custom.properties
where
<Agent Scripting>
is the name displayed on the AgentScripting tab.
3. Put the
WWG.jar
file in the ...
\WEB-INF\lib
directory.
This file is in the Agent Scripting install directory:
...
\GenesysIntegration\lib\WWG.jar
.
4. Update the web.xml file in the Java Server's Web Application directory
...
\gdesktop\WEB-INF
to identify the Genesys Agent Scripting integration components. Code snippets are provided in web.xml.Sample
in the Genesys
Agent Scripting application Install directory ...
\GenesysIntegration\.
a. Add the GASAssignerServlet definition.
b. Add the GASAssignerServlet mapping section.
c. Add the <init-param> for
AgentScripting.xml
to the <initUAD> servlet definition.
Note:
Be aware of existing customFile<n>
entries.
End of procedure
Deployment Guide 43
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
Procedure:
Installing the Interaction Workspace Plug-in for Genesys Agent Scripting
Purpose: To install the Interaction Workspace Plug-in for Genesys Agent
Scripting on your web server, an agent workstation, or a development workstation.
Prerequisites
•
.NET Framework 3.5, SP 1 installed.
•
Interaction Workspace 8.1.x installed, as described in the “Prerequisites” section in this procedure: Installing plug-ins for Interaction Workspace .
Start of procedure
1. On your desktop, open the disc that contains the plug-in Installation
Package (IP) and double-click the
Setup.exe
file.
The Genesys Installation Wizard launches and the Welcome panel is displayed.
2. On the Welcome panel, do one of the following:
Click Next to begin the installation procedure.
Click Cancel to exit the Genesys Installation Wizard.
Click About to open the plug-in ReadMe in your default browser.
If you click Next, the wizard displays the Select Installed Application panel, which enables you to select the Interaction Workspace application instance to which you want to add the plug-in.
The Genesys Installation Wizard searches the target computer for an installed version of Interaction Workspace. Select the version of Interaction
Workspace in the location in which you want plug-in to be installed.
The Application Properties pane displays the name, version, and location of the selected Interaction Workspace application.
3. After you have selected the version of Interaction Workspace that you want to use with the plug-in, do one of the following:
Click Next to proceed to the next panel.
Click Cancel to exit the Genesys Installation Wizard.
Click Back to return to the previous panel.
If you click Next, the Ready to Install panel is displayed.
4. On the Ready to Install panel do one of the following:
Click Install to install the plug-in on your web server, development workstation, or agent workstation.
Click Back to return to the Select Installed Application panel.
44 Genesys Agent Scripting 8.1
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
Click Cancel to exit the Genesys Installation Wizard.
If you click Next, the plug-in is installed in the location that you specified.
When installation is complete, the Installation Complete panel is displayed.
5. Click Finish to exit the Genesys Installation Wizard.
Plug-in files are copied into the target installation directory of the original
Interaction Workspace deployment.
After the plug-in application is installed on the agent or developer workstation, or after it is downloaded by the ClickOnce application (see
Deploying the ClickOnce Application on Your Web Server), and after the agent is granted permission to use the application, agents must login (to)
Interaction Workspace on a Place that is associated with a SIP DN to use the plugin with Interaction Workspace. The plug-in process is started automatically when Interaction Workspace application is being initialized.
End of procedure
Next Steps
•
Installation is complete. You can now provision the plugin functionality.
•
Follow the steps in
Procedure:
Enable the Role Privilege
Purpose: Make the
Interaction Workspace -- Can Use Plugin for Agent
Scripting
role privilege available.
Prerequisites
•
The Interaction Workspace application must be installed.
Start of procedure
1. Start Genesys Administrator.
2. Upload the Interaction Workspace plug-in for Genesys Agent Scripting:
a. Click the
Upload Template
button and browse to the
/templates
folder on the Genesys Agent Scripting installation CD.
b. Select the template named
Interaction_Workspace_Plugin_For_Genesys_Agent_Scripting_810.apd
3. Under
Environment > Application Templates
, select Interaction
Workspace.
Deployment Guide 45
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
4. Click the Import Metadata button and select the file:
Interaction_Workspace_Plugin_For_Genesys_Agent_Scripting_810.xml
.
The
Interaction Workspace - Can Use Plugin for Agent Scripting Role
Privilege
is now available. See Procedure: Creating a Role, allowing an
Interaction Workspace privilege, and assigning a Role to an agent or agent group for information about managing the role privilege with Genesys
Administrator
End of procedure
Note:
To use Role-driven privileges, ensure that the security.disable-rbac option of your Interaction Workspace application is set to false
. For more details about Roles usage, see Interaction Workspace Roles .
Procedure:
Deploying Assignment Rules to Interaction Workspace
Prerequisites
•
Install and run Genesys Agent Scripting 8.1.
•
Enable Mark Done support:
Select the checkbox at the
File > Settings / Advanced
tab.
Start of procedure
1. Open the Process Flow Assignment Rules dialog box, and select the
Deployment Settings tab.
2. Select the checkbox
Deploy Rules for an Interaction Workspace
.
3. Click the Deploy Rules button.
The deployment is completed. Interaction Workspace is ready to use the newly deployed Assignment Rules to assign the proper business process script.
End of procedure
Procedure:
Installing the Interaction Workspace plug-in for
Genesys Agent Scripting, Simple Install Method
Prerequisites
•
Install Interaction Workspace.
46 Genesys Agent Scripting 8.1
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
Start of procedure
1. Install the Interaction Workspace plug-in for Genesys Agent Scripting 8.1 into the same folder where you installed the Interaction Workspace application (InteractionWorkspace.exe).
See the generic procedure
Installing Plug-ins for Interaction
Workspace
.
Note:
The default installation directory is
<Program
Files>\GCTI\Interaction—Workspace\
, but please note that you can choose an option during the Interaction Workspace installation that puts InteractionWorkspace.exe into the similarly—but not
identically—named folder
<Program Files>\GCTI\Interaction
Workspace\InteractionWorkspace
.
In this case, you have to manually copy the Interaction Workspace
Plug-In for Agent Scripting files
( Genesyslab.Desktop.Modules.GASAssigner.deployment-config ,
Genesyslab.Desktop.Modules.GASAssigner.dll
and
Genesyslab.Desktop.Modules.GASAssigner.module-config ) to the
<Program Files>\GCTI\Interaction Workspace\InteractionWorkspace folder.
End of procedure
Next Steps
•
The installation is completed. Run Interaction Workspace.
Procedure:
Installing the Interaction Workspace plug-in for
Genesys Agent Scripting, Click-Once Method
Prerequisites
•
Install Interaction Workspace, selecting the
Prepare a ClickOnce package option.
•
Perform the procedure “Installing the Interaction Workspace plug-in for
Genesys Agent Scripting, Simple Install Method” on page 46
.
Start of procedure
1. Run the Interaction Workspace Deployment Manager.
2. Complete each of the following dialogs as they appear (see the Interaction
Workspace Deployment Guide - Deployment Manager), then click Next.
Deployment Guide 47
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
3. At the Deployment Finished dialog, select the Show the Published Page checkbox and click Finish.
4. Install Interaction Workspace to the Agent workstation(s) from the web location (by default http:// <click-once-server-name> /InteractionWorkspace/publish.htm
)
End of procedure
Next Steps
•
•
The installation is completed. Run Interaction Workspace at the Agent workstation:
Click or select:
Start
>
All Programs
>
Genesys Telecommunications
Laboratories
>
Interaction Workspace shortcut
.
Localizing the Interaction Workspace plug-in for
Genesys Agent Scripting
You can localize the plug-in that you just installed. In this case, localization means modifying the language of the label for the Agent Scripting view, and the language of the warning message concerning the Support Mark Done feature, which is described in Chapter 15: “Integrating with Genesys Software” in the Genesys Agent Scripting 8.1 User Guide.
To localize, you create a new file that is specific to a language and country, found in the directory
Program Files\GCTI\Interaction
Workspace\Languages\
, and named in the following format: module_name
.
language_code
country_code
.xml
(for example:
Genesyslab.Desktop.Modules.GASAssigner.en-US.xml
for English as spoken in the United States
).
The content of this file should have the same format and structure as the
Genesyslab.Desktop.Modules.GASAssigner.en-US.xml
file (in the same directory), with translated strings in the expected language.
The localization process is described fully in the Interaction Workspace wiki
Custom Localization of Interaction Workspace
, which offers specific instructions for localizing Interaction Workspace that apply equally to Genesys
Agent Scripting.
Note:
This procedure localizes the plug-in only. You can of course create a business process script in any language that you can type.
48 Genesys Agent Scripting 8.1
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Agent Desktop
Procedure:
Creating the Genesys Application for Genesys Agent
Scripting
Purpose: In order for Genesys Agent Scripting to access other Genesys components, you must set up an application for Genesys Agent Scripting in
Genesys Configuration Manager. To do this, complete the following steps:
Start of procedure
1. In Configuration Manager, open the Environment folder, then the
Application Templates folder. If
Genesys_Agent_Scripting
templates are absent, import them from the Template folder on the Genesys Agent
Scripting CD at:
//templates/Genesys_
Agent_Scripting_810.apd
2. Create a new application from Configuration Manager using the
Genesys_Agent_Scripting_810.apd
template.
3. On the General tab, enter an Application Name. This name will be used by the GAS Server and should be supplied to the parameter
G_Config_ApplName
located in the Target Environment Properties dialog box, Configuration File tab.
4. In a multi-tenant environment, select the tenant tab and add the tenant with which this application will interact. Choose only one tenant.
5. On the Start Info tab enter a period “.” for the Working Directory and the
Command line sections. This Start Info tab is not used.
6. On the Connections tab add a connection to the Premise T-Servers that your Agent Desktop application uses. Also, if your Agent Desktop application uses Contact Server, add this Contact Server.
7. On the Options tab fill in the license section with your appropriate information.
For more detailed information, refer to the Interaction SDK (Java) Deployment
Guide.
End of procedure
Procedure:
Configuring Genesys Configuration Server for
Outbound Operations
Purpose: If you are using Outbound Contact Solution (requires version
7.0.100.08 or higher) with Genesys Agent Scripting, then an additional section must be added to your Configuration Server's config file.
Deployment Guide 49
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Genesys Agent Scripting
Start of procedure
1. Create a new section name:
[soap]
.
2. In the newly-created section, create the following three options: port = debug = client_lifespan =
3. Configure these options as appropriate for your environment.
For more information on these options, please refer to the Framework 8
Configuration Options Reference Manual, Chapter 4, and particularly the section on SOAP.
Note:
Restarting any web server—GAD or GAS Tomcats, GAS IIS, or
Genesys Integration Server—requires that you also restart all
Outbound campaigns.
End of procedure
Genesys Agent Scripting Server
When using deployed Agent Scripts integrated with Genesys Agent Interaction software, the Genesys Agent Interaction software Java files must be installed in a directory that is accessible by the Java Web Server. These files are shipped with Genesys Agent Scripting and are located in its installed path
...
\GenesysIntegration\lib
.
For example, in Tomcat, you might put them in the ...
\shared\lib
directory.
Genesys Agent Scripting Project Book
Procedure:
Creating Agent Scripts that operate in the “Genesys
Integrated” mode.
Purpose: Genesys Agent Scripting provides built-in Agent Scripting objects that can be used by business process scripts to display Genesys information and perform actions on Genesys Interactions.
50 Genesys Agent Scripting 8.1
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer T-Server Configuration
Start of procedure
1. When creating a new Project Book, select the base toolkit “Genesys Agent
Interaction toolkit” from the Project Book Properties panel.
2. In Compile->Assignment Rules, on the Deployment Settings tab, set the
“Genesys Agent Scripting Assigner Servlet URL” to the URL used to access the application hosting this servlet.
This URL must end in the name of the servlet and match the appropriate mapping, which is specified in either
“Agent Desktop Integration with
Genesys Agent Scripting” in Step 3b, or
Desktop (v7.6 or higher) with Genesys Agent Scripting using Genesys
Agent Interaction Layer” in Step 4b. The default is GASAssigner.
3. In Compile->Assignment Rules, set the Default URL to the deployed location of this Project Book.
4. Deploy the Assignment rules (even if empty, the Default URL must be set).
Please note, the Agent Desktop Web Server needs to be running since the
GAS Assigner Servlet from Step 2 will actually be invoked.
5. For each Target environment, the Configuration file parameters must be set
(including the Configuration ManagerApplication name created from the
procedure in the topic “Creating the Genesys Application for Genesys
Agent Scripting” on page 49 ).
End of procedure
T-Server Configuration
Procedure:
Verifying the correct T-Server configuration for interaction data transfer
Purpose: GAS will attach interaction data to the call when a transfer with data is issued. In order for this data to be properly propagated to the new interaction an option in T-Server must be checked.
Start of procedure
1. Open the T-Server application and go to the
Options
tab.
2. Select the
T-Server
section and check the value of consult-user-data
.
3. This value must be inherited or joint for the GAS transfer to work properly.
Deployment Guide 51
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer T-Server Configuration
For more information on these options please consult your T-Server
Deployment Guide.
End of procedure
52 Genesys Agent Scripting 8.1
Chapter
6
Using Genesys Agent
Scripting in Collaboration
Mode
This chapter is intended for system administrators or business process script developers. It describes how to convert Genesys Agent Scripting Project
Books for use in a multiple-user environment, and how to set up and manage users and Project Books in Collaboration mode.
This chapter contains the following sections:
Preparing for the Conversion, page 53
Converting a Project Book to Collaboration Mode, page 55
Managing Users and Project Books, page 69
Using Genesys Agent Scripting Collaboration Administration, page 76
Preparing for the Conversion
To use Genesys Agent Scripting in a multiple-user environment, databases -
(called Project Books), must be converted to a format that allows for multiple users. Genesys refers to these converted Project Books as multiple-user or
Collaboration mode Project Books.
You should have already completed the following:
1. Installed the Genesys Agent Scripting application.
2. Installed the appropriate supporting applications.
Note:
Genesys Agent Scripting first opens with a Project Book called
WWGDemo
(file name
WWGDemo.mdb
), which is used throughout this chapter as an example to show how to back up a Project Book.
Deployment Guide 53
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Preparing for the Conversion
Prerequisites
•
Backing Up Your Project Book—Before attempting to convert a Project
Book to Collaboration mode, Genesys strongly recommends that you create a backup copy of the Project Book and store it in a safe location.
This is recommended for two reasons:
Converted Project Book files cannot be restored to Single-User mode.
Should a Project Book file be damaged during or subsequent to conversion, your backup assures that the original file is intact.
Procedure:
Back Up a Project Book
Start of procedure
1. Locate the
WWGDemo.mdb
file in
C:\Program Files\GCTI\Genesys Agent
Scripting
(assuming the default installation path).
2. Make a copy of this file and store it in the same folder.
End of procedure
Procedure:
Copy the Connection String File for the JSP
Collaboration Server
Purpose: The steps in this section apply only when you are setting up a JSP
Collaboration Server.
Note:
If you plan to convert additional Project Books to Collaboration mode: If the additional Project Books do not use the same
Collaboration Server as your initial converted Project Book, do not carry out this procedure at this time!
Instead, carry out this procedure before performing
section “Converting the Project Book” on page 57 .
Start of procedure
1. Navigate the following path:
C:\Program Files\GCTI\Genesys Agent Scripting\Collaborate jsp Web
Folder
2. Select the file
WWCConfigExample.inc.jsp
and copy it.
3. Rename the copy to
WWCConfig.inc.jsp.
54 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
4. Double-click
WWCConfig.inc.jsp to open it.
Notepad opens with the file information shown in Figure 2 on page 55 .
Figure 2: WWCConfig.inc.jsp file
5. If you set up the MySQL database and user information as described earlier, the information in this connection string should be correct
(hostname = localhost,
database = wwc,
user = wwc,
password = wwc
).
6. If you created a different database, user, or password, then update the connection string with your values:
/wwc?
is replaced with
/< your database name
>?
user=<
your user name
> password=<
your password
>
7. If you installed MySQL on a different machine, you need to change localhost
to the machine name where the MySQL database resides.
8. If you make any changes to this file, select
File
>
Save.
9. Exit from Notepad.
End of procedure
Converting a Project Book to
Collaboration Mode
You are now ready to convert Project Books to Collaboration mode in the
Genesys Agent Scripting Development Environment.
Creating a Folder for the Collaboration Server
You must create a folder for the Collaboration Server:
Deployment Guide 55
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
•
For a Microsoft IIS server (serving ASPs), create a
WWC
folder inside
C:\Inetpub\wwwroot\.
•
For an Apache Tomcat 5.0 or 6.0 server (serving JSPs), create a
WWC
folder inside:
For Tomcat:
<TOMCAT>
\webapps
...where
<TOMCAT>
is the path to the Tomcat directory.
The procedure above assumes that Apache Tomcat 5.0 or 6.0 was installed in its default directory.
The Collaboration Server folder is populated automatically during the Project
Book conversion when you click the Test button on Step 8,
WEB-INF folder will be deployed telling Tomcat that this is a runnable application. After the Collaboration Server folder has been populated, you must restart Tomcat to enable Tomcat to detect the application.
Starting the Web Server
Before running Genesys Agent Scripting to convert Project Books to
Collaboration mode, you should start the web server you will be using for collaboration as follows:
•
For ASP, start the Microsoft IIS 5.0 or 6.0 web server.
•
For JSP, start the Apache Tomcat 6.0, 7.0 or 7.5 web server, or WebSphere
5.1 or 6.0.
•
For JSP, when you are using WebSphere as a collaboration server. See
“Using a WebSphere Application Server for the Collaboration Server” on page 64 .
Starting Genesys Agent Scripting
Procedure:
Start Genesys Agent Scripting
Prerequisites
•
Installed the supporting applications.
•
Installed the Genesys Agent Scripting application.
•
Created the Collaboration Server folder.
•
For JSP, after you have created and set up a MySQL Database for running a JSP Collaboration Server.
56 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Start of procedure
1. Start Genesys Agent Scripting from the main taskbar by selecting
Start
>
Programs
>
Genesys Solutions
>
Genesys Agent Scripting
>
Start Agent
Scripting.
2. You may see a message to set up a path called
C:\Inetpub\wwwroot\WWGDemo.
This is for Microsoft IIS web servers and
ASP.
If you will be using ASP, click
Yes.
If you will be using JSP, click
No.
3. You may see an information box for Genesys Agent Scripting. Click
Close
(or wait for the box to close on its own).
When starting Genesys Agent Scripting for the first time, the
WWGDemo
Project
Book opens by default and is displayed in the main window.
The
WWGDemo
Project Book (file name
WWGDemo.mdb
) is the file to use as an example for conversion.
Note:
If you have not backed up the
WWGDemo.mdb
file, see “Prerequisites” on
page 54 and follow the instructions. Genesys strongly recommends
that you back up any Project Book file that you intend to convert to
Collaboration mode.
End of procedure
Converting the Project Book
Procedure:
Convert a Project Book to Collaboration mode.
Again, the
WWGDemo.mdb
file is the example.
Note:
You must convert a Project Book to Collaboration mode before any of the multiple-user options (such as
Administrate
or
Lock/Unlock
Database
) become available.
Deployment Guide 57
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Start of procedure
1. From the Genesys Agent Scripting main menu, select
File
>
Convert to
Collaborate Mode.
This opens the first screen of the conversion wizard as shown in
This first screen warns you to back up your Project Book file before carrying out the conversion.
Figure 3: Convert to Collaborate Wizard, Backup Warning
2. Click
Next
to proceed to the next screen of the wizard shown in Figure 4
.
58
Figure 4: Convert to Collaborate Wizard, Find Server
3. Select asp
or jsp
as desired in the
Server Language
field.
4. Click
Find Server
to locate the server that will populate the
Server
Location
field.
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
The
Select Target Directory for Collaborate Server
dialog box opens
.
Figure 5: Convert to Collaborate Wizard, Navigate to WWC
and click
Open.
6. Click
OK
if you see a JSP Environment message.
The
Server Location
and
Server URL
fields are now populated in the
conversion wizard as shown in Figure 6 on page 60
.
Deployment Guide 59
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
60
Figure 6: Convert to Collaborate Wizard, Fields Populated
7. Replace the host string in the
Server URL
field with the fully qualified host name and port used to access the Collaboration Server. This is the URL string that designers of this Project Book will use to address this
Collaboration Server.
The default port for Apache Tomcat is
8080.
The modified
Server URL
Note:
Before proceeding to the next step, be sure to carry out the
instructions detailed in “Copy the Connection String File for the
JSP Collaboration Server” on page 54
, if you have not already done so. The Test step will not work correctly unless you have copied (and updated) this connection string file.
8. Click
Test
to test the connection to the Collaboration Server.
If successful, the screen shown in
appears.
Note:
Clicking
Test
deploys the Collaboration Server, populating the
WWC folder. For JSP, this includes the creation of a
WEB-INF subfolder, which tells Tomcat that you have a runnable server. You must restart Tomcat to pick up this change.
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Figure 7: Convert to Collaborate Wizard, Server Installed/Connected
9. Click
Next
to proceed to the screen shown in Figure 8
.
Figure 8: Convert to Collaborate Wizard, Provide Login Information
10. Enter admin
in the
UserID
field.
11. Enter admin
in the
Password
field.
12. Click
Login.
Deployment Guide 61
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
You are now logged in as shown in
Figure 9: Convert to Collaborate Wizard, Login Successful
13. Click
Next
to open the dialog box shown in
.
62
Figure 10: Convert to Collaborate Wizard, Start Conversion
14. Start the conversion of your Project Book to Collaboration mode by clicking
Check In.
Warning!
Depending on the size of the Project Book, this conversion process may require a lot of time. Once you start it, you cannot stop it without destroying the Project Book file.
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
The conversion process proceeds as shown in
conversion process to complete.
Figure 11: Convert to Collaborate Wizard, Converting Project Book
Figure 12: Convert to Collaborate Wizard - Conversion Complete
15. Click
Finish
when you see the screen shown in Figure 12 .
End of procedure
Deployment Guide 63
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Using a WebSphere Application Server for the Collaboration
Server
Procedure:
Use a WebSphere Application Server for the
Collaboration Server
Purpose: The Genesys Agent Scripting install directory contains a file called
WWC.war
. This file is suitable for deployment on the WebSphere Application
Server. To use a WebSphere Application Server, follow these steps:
Start of procedure
1. After
WWC.war
has been installed as a Web Application on the WebSphere
Application Server, update the
WWCConfig.inc.jsp
file to use the appropriate configuration string for accessing the mySQL database (see
2. Update the
XMLServer
tag in the
WWGConfig.xml
file to contain the correct
URL specification for the WebSphere Server (the default port number for
WebSphere is
9080
).
3. Once these changes are complete, start the Web Application using the
WebSphere Administration utility.
End of procedure
Procedure:
Converting a Project Book to Collaboration Mode using WebSphere for the Collaboration Server
Purpose: Carry out the following steps to convert a Project Book to
Collaboration mode for WebSphere as the Collaboration Server. Again, the
WWGDemo.mdb
file is the example.
Note:
You must convert a Project Book to Collaboration mode before any of the multiple-user options (such as
Administrate
or
Lock/Unlock
Database
) become available.
64 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Start of procedure
1. From the Genesys Agent Scripting main menu, select
File
>
Convert to
Collaborate Mode.
This opens the first screen of the conversion wizard as shown in Figure 13 .
This first screen warns you to back up your Project Book file before carrying out the conversion.
Figure 13: Convert to Collaborate Wizard, Backup Warning
2. Click
Next
to proceed to the next screen of the wizard shown in Figure 14 .
Deployment Guide
Figure 14: Convert to Collaborate Wizard, Find Server
3. Select jsp
in the
Server Language
field.
65
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Figure 15: Convert to Collaborate Wizard, Fields Populated: WebSphere
4. Replace the host string in the
Server URL
field with the fully qualified host name and port used to access the Collaboration Server. This is the URL string that designers of this Project Book will use to address this
Collaboration Server.
The default port for WebSphere Application Server is
9080.
The modified
Server URL
string is shown in
.
5. Click
Test
to test the connection to the Collaboration Server.
If successful, the screen shown in
appears.
66
Figure 16: Convert to Collaborate Wizard, Server Installed/Connected
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
6. Click
Next
to proceed to the screen shown in Figure 17 .
Figure 17: Convert to Collaborate Wizard, Provide Login Information
7. Enter admin
in the
UserID
field.
8. Enter admin
in the
Password
field.
9. Click
Login.
You are now logged in as shown in
.
Figure 18: Convert to Collaborate Wizard, Login Successful
10. Click
Next
to open the dialog box shown in
.
Deployment Guide 67
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Converting a Project Book to Collaboration Mode
Figure 19: Convert to Collaborate Wizard, Start Conversion
11. Start the conversion of your Project Book to Collaboration mode by clicking
Check In.
Warning!
Depending on the size of the Project Book, this conversion process may require a lot of time. Once you start it, you cannot stop it without destroying the Project Book file.
The conversion process proceeds as shown in
. Allow the conversion process to complete.
68
Figure 20: Convert to Collaborate Wizard, Converting Project Book
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Managing Users and Project Books
Figure 21: Convert to Collaborate Wizard - Conversion Complete
12. Click
Finish
when you see the screen shown in Figure 21 .
End of procedure
Managing Users and Project Books
Once you have converted a Project Book to Collaboration mode, you can access the tools that enable you to manage users and Project Books.
For example, the
File
menu changes when you are in multiple-user
(Collaboration) mode, as shown in
.
Deployment Guide
Figure 22: File Menu for Collaboration Mode
The
Collaborate
option on the
File
menu opens a submenu with several options. The following subsections provide descriptions of the options. Also,
69
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Managing Users and Project Books note that the
File
menu items called
Lock Exclusive and
Unlock Exclusive
are available only in a multiple-user environment.
Lock Exclusive/Unlock Exclusive
In Collaboration mode, you can lock the Project Book for your exclusive use, and release the lock after you have made changes and checked in all objects.
Lock Exclusive
The Lock Exclusive feature enables you to lock the Project Book for your exclusive use.
Lock Exclusive
appears in the
File
menu only when Genesys
Agent Scripting is in Collaboration mode.
In this operational mode, you do not need to check out individual records to make changes. However, you must check in all changes prior to releasing the exclusive lock. If a Project Book is locked exclusively, another user cannot modify any objects until the exclusive lock is released.
When you select
File
>
Lock Exclusive,
the dialog box shown in
opens (Database means Project Book).
70
Figure 23: Lock Exclusive
Click
OK
to confirm the message. The current Project Book is now locked for your exclusive use.
Unlock Exclusive
If you have been working with an exclusively locked Project Book, you can use the
Unlock Exclusive
option to release the exclusive lock.
•
When a Project Book is locked, the
Unlock Exclusive
option appears in the
File menu, replacing the
Lock Exclusive
option that appears when you are in Collaboration mode. You can use this option to release the exclusive lock.
•
Before releasing the lock, you must check in all objects as described in
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Managing Users and Project Books
•
When you select
File
> Un lock Exclusive,
the dialog box shown in
opens (database means Project Book).
Figure 24: Unlock Exclusive
•
Click
OK
to confirm the message. If you have checked in all objects, the current Project Book is now unlocked and available to other users.
Deployment Guide 71
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Check In
Managing Users and Project Books
The
Check In
option checks in changes that you or another user has made to objects, updating the collaboration database and making the objects available for other users to modify. When you select this option, the dialog box shown in
opens.
72
Figure 25: Collaboration Check In
The
Object
column in this dialog box lists all objects in the Project Book that are currently checked out. Other columns provide the name of each object that has been checked out, a description of the object, and the date the object was checked out.
•
To select an object for check in, select the box to the left of the object under the
Object
column.
•
Before checking in changes to the
Admin
database, you must provide a comment describing the changes that you have made.
•
Click
Check In
to check in the selected objects. Once objects are checked in, other users can view the changes.
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Check Out
Managing Users and Project Books
Use the
Check Out
option to lock Project Book objects so they can be safely updated without affecting the work of other users. When you select this option, the dialog box shown in
opens.
Deployment Guide
Figure 26: Collaboration Check Out
Note:
By default, objects are automatically checked out when you edit them.
However, you can turn off this automatic check out by going to
File
>
Settings
>
Collaborate
tab and deselecting the box labelled
Automatically Lock Pages When the User Clicks on the Page in the
Script View.
This is useful when you are simply looking at a Project Book and don’t want to be required to check in all the Process Flows/Streams and pages just because you looked at them.
However, if you attempt to edit a page which is not checked out, you will get a warning dialog box,
This page cannot be edited at this time.
You will need to check out the page before editing it.
•
Use the
Show Objects of Type
drop-down list to filter the
Object
list to only show objects of a certain type. Valid types are
[ALL], Projects,
Process Flows, Streams, Pages, Fields, Actions, Database Interfaces,
XML Interfaces, Functions,
and
API Interface.
73
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Managing Users and Project Books
•
The
Object
column lists all objects in the Project Book that are currently not checked out. Objects are described under the
Description
column. To check out an object, select the check box next to it.
Note:
Objects are automatically checked out when you edit them from any
Genesys Agent Scripting dialog box.
•
Click
Check Out
to check out the selected objects. Until an object is checked back in, other users cannot modify or delete it.
•
The
Progress
pane at the bottom of the Collaboration
Check Out
dialog box shows the progress as each object is checked out.
Apply Updates
The
Apply Updates
option applies all changes checked in by other users to the local copy of the Project Book.
Note:
Before checking out an object, Genesys Agent Scripting automatically updates the local copy.
•
When you select
File
>
Collaborate
>
Apply Updates,
the dialog box shown in
opens (Build database means Rebuild Project Book).
Figure 27: Apply Updates
•
Click
Apply Updates
to rebuild the local Project Book with all changes that you have checked in.
Build Project Book
The option to build a Project Book builds a new copy of a Collaboration
Server-controlled, Genesys Agent Scripting Project Book. You will need to build a copy of the Project Book for each user of the project and they will be required to log onto the server before doing any editing with that Project Book.
74 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Managing Users and Project Books
While users will have their own Project Books, all changes are stored in the common Collaboration Server.
Note:
The assigned Admin user should not be a business process script editor. This Admin user is responsible for maintaining users and building Collaboration mode Project Books.
•
When you select
File
>
Collaborate
>
Build Project Book, the dialog box shown in
opens. (Note that Build database means Build
Project Book).
Figure 28: Build Project Book
•
Click
Setup New Database to create a new copy of the Project Book.
Warning!
Make sure that you regularly back up your Project Book files to a secure location. If you do not make backup copies of your Project
Book files, you will not be able to recover any lost information.
Scan for Errors
Genesys Agent Scripting Project Books can run in either of two modes:
•
Pessimistic
mode
•
Optimistic
mode
In
Pessimistic
mode, the Project Book assumes that users are going to do things that conflict with each other, so the Project Book prevents this from happening. For example, this mode prevents a user from adding a new reference to an object that a different user is currently attempting to delete.
In
Optimistic
mode, the Project Book assumes that users are not going to do things that conflict with each other. It operates as if these situations are very rare and not worth the cycle time.
Use the
Scan for Errors
option to scan the Project Book for any errors that may occur when the Project Book is running in
Optimistic
mode.
Deployment Guide 75
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
•
When you select
File
>
Collaborate
>
Scan for Errors, the dialog box shown in
opens.
Figure 29: Scan for Errors
•
Click
Scan to check for errors in the Project Book.
Administrate
Use this option to launch Genesys Agent Scripting Collaboration
Administration, which is described in detail in the next section.
Using Genesys Agent Scripting
Collaboration Administration
As a system administrator or business process script developer in a multiple-user Genesys Agent Scripting environment, you can set up, update, and manage users and Project Books.
◆
Select
File
>
Collaborate
>
Administrate
to run Collaboration
Administration.
Note:
You must be running in Collaboration mode in order to access
Collaboration Administration.
76 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Login Screen
The
Login
screen as shown in Figure 30 opens in a web browser when you
launch Collaboration Administration.
Figure 30: Collaboration Administration Login Screen
The first time you open Collaboration Administration, the
UserID
and
Password are both set to admin.
You can change these values later when you update user
information. See “Updating Users” on page 82 .
For now: Enter admin
in the
UserID
field, enter admin
in the
Password
field, and click
Login.
The
Home
screen opens in the web browser as shown in Figure 31 on page 78 .
Home Screen
shows the Collaboration Administration Home Screen.
Deployment Guide 77
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
78
Figure 31: Collaboration Administration Home Screen
Genesys Agent Scripting 7 Collaboration Administration has two main functions:
•
User maintenance
•
Project Book maintenance
You will click
Update Users
or
Update Servers
(Update Servers means Update
Project Books) from the
Home
screen’s left panel depending on which type of maintenance function you wish to run.
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Setting Up and Managing Users (Update Users)
This section describes how to set up and manage Genesys Agent Scripting users who will be sharing Project Books that are converted to Collaboration mode.
The user maintenance function enables you to add new users or to modify and deactivate existing ones.
Click
Update Users
on the left panel to open the screen shown in Figure 32 in a
web browser.
Figure 32: Update Users
Deployment Guide 79
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Procedure:
Adding Users
Purpose: The
Insert User
function enables an Admin user to add new users to the
Admin
database.
Start of procedure
1. Click
Insert User
to open the screen shown in
in the web browser:
Figure 33: Insert User
80 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
2. Enter a value in the
UserID
field.
This is the UserID to log into Genesys Agent Scripting in Collaboration mode, or into Genesys Agent Scripting Collaboration Administration. You can enter up to 100 characters in this field. The value you enter must be unique.
3. Enter the user’s name in the
User Name
field.
You can enter up to 200 characters in this field.
4. Enter a password for this user in the
Password
field.
This is the password to log into Genesys Agent Scripting in Collaboration mode, or into Genesys Agent Scripting Collaboration Administration. You can enter up to 100 characters in this field. Any text you enter will be hidden.
5. If you want this user to have access to Genesys Agent Scripting
Collaboration Administration, select the
Admin User
check box.
If the check box is not selected, this user can run Genesys Agent Scripting in Collaboration mode, but will be unable to access Collaboration
Administration.
6. Click
Insert User
to add the new user to the Genesys Agent Scripting
Admin
database.
Your new user is added to the list of user records in the
User Table.
In the
example shown in Figure 34 on page 82 ,
UserID
=
2004, User Name
=
Sal
Thomas,
and the user is active but is not an Admin user.
Deployment Guide 81
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Figure 34: New User Added
End of procedure
Procedure:
Updating Users
Purpose: The
User Table
shown in
lists all user accounts. Use the radio button next to each user to select a specific user account to update, delete, or activate.
82 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Start of procedure
1. Click
Show All Users
to display all active and inactive user accounts.
Inactive user accounts are accounts that were deactivated or deleted. They are maintained in the
Admin
database, but the user is unable to log in. See
.
Figure 35: Show All Users
2. Select the radio button beside a user record in the
User Table
that you want to update.
Deployment Guide 83
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
When you do this, the user record fields on the screen are populated with
the user’s information, as shown in Figure 36 on page 84
.
Figure 36: Update User Information
3. Change any information that you want to update about this user.
To change the
UserID, User Name,
or
Password:
edit the appropriate field.
To give this user administration rights: select the
Admin User
check box.
84 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
To remove administration rights: clear the
Admin User
check box.
4. Complete your update by doing one of the following:
Click
Update User
to register the changes you made into the
Admin database.
Click
Delete User
to deactivate this user account. The user record remains in the
Admin
database, but the user is unable to log in unless reactivated.
Click
Activate User
to activate or reactivate a user account that is
currently inactive. In the example shown in Figure 36 on page 84 ,
clicking
Activate User
adds a check mark to the
Active User
check box and allows this user to regain login rights.
End of procedure
Setting Up and Managing Project Books (Update Servers)
This section describes how to manage Genesys Agent Scripting Project Books that users will share.
Admin users can lock and unlock Project Books using the Project Book maintenance portion of Genesys Agent Scripting Collaboration
Administration.
•
Click
Update Servers
in the left panel to open the screen shown in
in a web browser.
Deployment Guide 85
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Figure 37: Update Servers (Project Books)
As you can see in
, the
Server Table
contains a list of Project Book files that have been converted to Collaboration mode; the column
Database
Name
contains the list of Project Book files. The following characteristics of the
Project Book are provided in the table:
•
Project Book file name
•
Lock mode (
Pessimistic
or
Optimistic
)
•
Whether the Project Book is currently locked
•
Whether the Project Book has an exclusive lock (achieved by selecting
File
>
Lock Exclusive
as described earlier)
•
If locked, the user name of the user who has locked the Project Book
Procedure:
Changing the Lock Mode
The Project Book can be locked in one of two ways:
In
Pessimistic
mode, the Project Book assumes that users are going to do things that conflict with each other, so the Project Book prevents this from happening.
86 Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
For example, this mode prevents a user from adding a new reference to an object that a different user is currently attempting to delete.
In
Optimistic
mode, the Project Book assumes that conflict situations are very rare and not worth the cycle time.
Note:
You cannot change the lock mode if the Project Book is currently locked or if it has an exclusive lock. You must unlock the Project
Book or release the exclusive lock (select
File
>
Unlock Exclusive
) before you can change the lock mode.
Start of procedure
1. Select the radio button beside the Project Book file in the
Server Table whose properties you want to modify.
2. Click
Change Lock Mode.
You must check in all objects before you can change the lock mode. If you
have objects that are checked out, check them in as described in “Check
In” on page 72 . If other users have checked out objects, these users must
also check in their items before you can change the lock mode.
Once all items have been checked in,
Change Lock Mode
will change the Project
Book from
Pessimistic
mode to
Optimistic
mode, or vice versa.
End of procedure
Procedure:
Unlocking the Project Book
Selecting the
Locked?
check box for a Project Book record in the
Server Table places a database-wide lock on that Project Book.
As system administrator or business process script developer with Admin rights, you can clear this check box. If the Project Book also has an exclusive lock placed on it, you must release the exclusive lock before you can unlock the Project Book. Exclusive- lock maintenance is handled from within the
Genesys Agent Scripting application.
Start of procedure
1. Select the radio button beside the Project Book file in the
Server Table whose properties you want to modify.
2. Click
Unlock Database
to clear the database-wide lock on the currently selected Project Book.
End of procedure
Deployment Guide 87
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode Using Genesys Agent Scripting Collaboration
Why Unlock a Project Book?
When Genesys Agent Scripting is in the process of checking in or checking out components, it places a lock on the entire Project Book so that no one else can make changes to the project book during its operation. Under normal conditions, this lock is acquired and released automatically. However, if a user’s machine crashes or the network goes down during the course of a check in or check out, this global lock might not be released. In these instances, use
Collaboration Administration to manually clear this lock.
Notes:
• You should only clear a lock manually if it is apparent that the last check in or check out failed and is no longer processing.
• Only Project Book-level locks are displayed in the
Server Table.
You must administer more specific locks, such as locks on individual Scripts, Pages, Fields, and so on, through the Genesys
Agent Scripting application.
Exclusive Lock
Selecting the
Locked Exclusive?
check box for a Project Book record in the
Server Table
locks a Project Book for a user’s exclusive use. In this mode, the user does not have to check out individual records to make changes. However, the user must check in all changes before releasing the exclusive lock.
88 Genesys Agent Scripting 8.1
Chapter
7
Load Balancing and
Failover
This chapter describes the Genesys Agent Scripting load balancing and failover feature.
Genesys Agent Scripting is able to benefit from load balancing by efficient agent distribution among available service nodes. In a Load Balancing configuration, the Failover feature covers automatic switching to a working service node on node failure.
This chapter contains the following sections:
Load Balancing
The Genesys Agent Scripting load balancing feature is supported for
Interaction Workspace client intergation for Tomcat deployments only. The
Apache HTTP Server is configured to use the mod_jk
or
mod_proxy
module for load balancing. These modules perform load balancing to distribute workload between Genesys Agent Scripting servers. Genesys Agent Scripting load balancing implies session affinity, also known as “sticky” sessions.
Session affinity means that as long as the load balancer started a session at a specific node, all requests are sent back to that same node until the session ends. On node failure, the session is reinitialized on the available node.
Unsaved session data is lost during the failover switch.
Deployment Guide 89
Chapter 7: Load Balancing and Failover Architecture
Architecture
This section describes the architecture for single and multiple Apache server configurations.
Single Apache Server Load Balancing
The Interaction Workspace plug-in sends information to the Apache HTTP
Server which in turn distributes the work load over
APJ13
protocol using the mod_proxy or the mod_jk
Apache modules on several Genesys Agent Scripting
Servers.
illustrates this architecture.
Figure 38: Single Apache Server Load Balancing Architecture
Multiple Apache Server Load Balancing
The Interaction Workspace plug-in sends information to the Apache HTTP
TOP Server which in turn distributes the work load over
HTTP protocol using the mod_proxy
Apache module on several Genesys Agent Scripting Servers.
illustrates this architecture.
90 Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover Architecture
Figure 39: Multiple Apache Server Load Balancing Architecture
Deployment Guide 91
Chapter 7: Load Balancing and Failover Configuration
Configuration
This section describes how to configure the Apache HTTP Server for load balancing.
Configuring Load Balancing for a Single Apache HTTP Server
The following procedures describe how to configure load balancing on a single server.
Procedure:
Prepare the Genesys Agent Scripting Tomcat Server
Purpose: To configure the Tomcat server for Apache load balancing.
Start of procedure
1. Edit the
<path to tomcat>\conf\server.xml file, and add the jvmRoute attribute to the
Server/Service/service
node—for example,
<Engine name="Catalina" defaultHost="TomcatServer1" jvmRoute="jvmRouteValueN">
.
Note:
The value of the jvmRoute
attribute must be the same value as the value in the workers.properties
file (see
2. In the
<path to tomcat>\conf\server.xml file, enable the AJP1.3 connector by uncommenting the following line:
<Connector port="ajpPort1" protocol="AJP/1.3" redirectPort="xxxxx" />
End of procedure
Procedure:
Configure the Apache HTTP Server using the mod_proxy module
Purpose: To configure a single Apache HTTP Server using the mod_proxy module for load balancing.
Start of procedure
1. n the
<path to Apache>\conf\httpd.conf
file, enable (uncomment) the
92 Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover Configuration following lines:
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_ajp_module modules/mod_proxy_ajp.so
LoadModule proxy_balancer_module modules/mod_proxy_balancer.so
2. In the
<path to Apache>\conf\mod_proxy.conf
file, add the the following definitions (according to your environment):
ProxyPass /gas balancer://gas-cluster stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas balancer://gas-cluster stickysession=JSESSIONID|jsessionid
<Proxy /gas >
Order deny,allow
Allow from all
</Proxy>
<Proxy balancer://gas-cluster >
BalancerMember ajp://tomcat1.host:28009/gas route=worker1
BalancerMember ajp://tomcat2.host:38009/gas route=worker2
</Proxy>
#Failover
ErrorDocument 500 /error.node.html?script1=gas
ErrorDocument 501 /error.node.html?script1=gas
ErrorDocument 502 /error.node.html?script1=gas
ErrorDocument 503 /error.node.html?script1=gas
ErrorDocument 504 /error.node.html?script1=gas
ErrorDocument 505 /error.node.html?script1=gas
Note:
Ports
28009
and
38009 are ajp
ports.
Worker1
and worker2 are the jvmroute
values of the corresponding Tomcat nodes.
3. Copy the
<Genesys Agent Scripting Install Directory>\error.node.html
file to the
<path to Apache>\DocumentRoot\
directory.
Procedure:
Configure the Apache HTTP Server using the mod_jk module
Purpose: To configure a single Apache HTTP Server using the mod_jk
module to achieve maximum load balancing.
Deployment Guide 93
Chapter 7: Load Balancing and Failover Configuration
Start of procedure
1. In the
<path to Apache>\conf\httpd.conf
file, add the following definitions (according to your environment):
<IfModule !mod_jk.c>
LoadModule jk_module modules/mod_jk.so
</IfModule>
JkWorkersFile conf/workers.properties
JkMount /gas* router
#Failover
ErrorDocument 500 /error.node.html?script1=gas
ErrorDocument 501 /error.node.html?script1=gas
ErrorDocument 502 /error.node.html?script1=gas
ErrorDocument 503 /error.node.html?script1=gas
ErrorDocument 504 /error.node.html?script1=gas
ErrorDocument 505 /error.node.html?script1=gas
2. Create the
<path to Apache>\conf\workers.properties file, and enter the following: worker.list=router worker.router.type=lb worker.router.balance_workers=worker1, worker2, worker3 worker.router.sticky_session=True worker.router.sticky_session_force=True worker.worker1.type=ajp13 worker.worker1.host=tomcat1.host
worker.worker1.port=28009 worker.worker2.type=ajp13 worker.worker2.host=tomcat2.host
worker.worker2.port=38009 worker.worker3.type=ajp13 worker.worker3.host=tomcat3.host
worker.worker3.port=48009
Note:
Ports
28009
,
38009
,and
48009 are ajp
ports of the corresponding
Tomcat nodes.
94 Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover Configuration
3. Copy the
<Genesys Agent Scripting Install Directory>\error.node.html
file to the
<path to Apache>\DocumentRoot\
directory
End of procedure
Procedure:
Deploy multiple project books using the mod_proxy module
Purpose: To configure each proxy server for deployments with several project books.
Start of procedure
1. In the
<path to Apache>\conf\httpd.conf
file, enable (uncomment) the following lines:
LoadModule proxy_module modules/mod_jk.so
2. In the
<path to Apache>\conf\mod_proxy
file, enter the following for each project book:
# gas1
ProxyPass /gas1 balancer://gas1-cluster stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas1 balancer://gas1-cluster stickysession=JSESSIONID|jsessionid
<Proxy /gas1 >
Order deny,allow
Allow from all
</Proxy>
<Proxy balancer://gas1-cluster >
BalancerMember ajp://tomcat1.host:28009/gas1 route=worker1
BalancerMember ajp://tomcat2.host:38009/gas1 route=worker2
</Proxy>
# gas2
ProxyPass /gas2 balancer://gas2-cluster stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas2 balancer://gas2-cluster stickysession=JSESSIONID|jsessionid
<Proxy /gas2 >
Order deny,allow
Deployment Guide 95
Chapter 7: Load Balancing and Failover Configuration
Allow from all
</Proxy>
<Proxy balancer://gas2-cluster >
BalancerMember ajp://tomcat1.host:28009/gas2 route=worker1
BalancerMember ajp://tomcat2.host:38009/gas2 route=worker2
</Proxy>
#Failover
ErrorDocument 500 /error.node.html?script1=gas1&script2=gas2
ErrorDocument 501 /error.node.html?script1=gas1&script2=gas2
ErrorDocument 502 /error.node.html?script1=gas1&script2=gas2
ErrorDocument 503 /error.node.html?script1=gas1&script2=gas2
ErrorDocument 504 /error.node.html?script1=gas1&script2=gas2
ErrorDocument 505 /error.node.html?script1=gas1&script2=gas2
Note:
Ports
28009
, and
38009 are ajp
ports.
Worker1
and worker2 are the jvmroute
values of the corresponding Tomcat nodes.
3. Copy the
<Genesys Agent Scripting Install Directory>\error.node.html
file to the
<path to Apache>\DocumentRoot\
directory.
Note:
Some options of the ProxyPass directive contradicts Genesys
Agent Scripting load balancing which prevents proper functioning. For example, the
lbmethod
(not mentioned in this chapter) has a default value of byrequests
. It is recommended not to change this default value.
End of procedure
Procedure:
Compile and assign the Genesys Agent Scripting
Script
Start of procedure
1. Create a separate Target Environment item for each Genesys Agent
Scripting server. Use the Genesys Agent Scripting server URL as the
Target URL, and as the value for the
XMLServerURL
attribute on the
Configuration File
tab.
2. Compile the script for each Genesys Agent Scripting server separately.
96 Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover Configuration
Note:
Before using, Tomcat compiles the JSP pages into servlets automatically with the first page request. Because this task can take some time, Genesys recommends pre-compiling the JSP pages using the Genesys Agent Scripting Studio
Main Menu >
Compile > Compile > Try to pre-compile jsp pages
option.
3. Create a Target Environment item for the Apache HTTP Server. Use the
Apache Server URL as the Target URL. Use this target during the deployment of Assignment rules in the Genesys Studio
Main Menu >
Compile > Assignment Rules > Deployment Settings > Environment
list box.
Note:
Each Genesys Agent Scripting node must have a unique application name in Configuration Manager.
End of procedure
Configuring Load Balancing for Multiple Apache Servers
The following procedures describe how to configure load balancing on multiple Apache Servers.
Note:
Multiple Apache configuration is supported with the mod_proxy module only.
Deployment Guide 97
Chapter 7: Load Balancing and Failover Configuration
Procedure:
Configure the Apache server
Purpose: To configure load balancing for multiple Apache HTTP Servers.
Prerequisites
•
Configure the Genesys Agent Scripting Tomcat servers (see
Prepare the Genesys Agent Scripting Tomcat Server, on page 92 ).
Start of procedure
1. Configure the Apache HTTP Servers, see “Configure the Apache HTTP
Server using the mod_proxy module” on page 92 , Steps 1 to
.
2. Edit the
<path to Apache>\conf\httpd.conf
file, and specify additional port listeners that are used to configure the Apache HTTP TOP server:
Listen portWorker1
Listen portWorker2
Listen portWorkerN
Note:
The total number of port listeners should not be less than the number of Tomcat servers.
End of procedure
Procedure:
Configure the Apache HTTP TOP Server using the mod_proxy module
Purpose: To configure the Apache HTTP TOP server.
Start of procedure
1. Edit the
<path to Apache>\conf\httpd.conf
file and enable (uncomment) the following lines:
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_ajp_module modules/mod_proxy_ajp.so
LoadModule proxy_balancer_module modules/mod_proxy_balancer.so
LoadModule proxy_http_module modules/mod_proxy_http.so
98 Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover Configuration
2. Edit the
<path to Apache>\conf\mod_proxy.conf
file, and add the following:
ProxyPass /gas balancer://gas-cluster stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas balancer://gas-cluster stickysession=JSESSIONID|jsessionid
<Proxy /gas >
Order deny,allow
Allow from all
</Proxy>
<Proxy balancer://gas-cluster >
BalancerMember http://apache.node1.host:8380/gas route=worker1
BalancerMember http://apache.node1.host:8381/gas route=worker2
BalancerMember http://apache.node2.host:8480/gas route=worker3
BalancerMember http://apache.node2.host:8481/gas route=worker4
</Proxy>
#Failover
ErrorDocument 500 /error.node.html?script1=gas
ErrorDocument 501 /error.node.html?script1=gas
ErrorDocument 502 /error.node.html?script1=gas
ErrorDocument 503 /error.node.html?script1=gas
ErrorDocument 504 /error.node.html?script1=gas
ErrorDocument 505 /error.node.html?script1=gas
Note:
Ports
8380
,
8381
,
8480
, and
8481
are the ports of corresponding the
Apache HTTP server nodes. worker1
,
worker2
, worker3
, and worker4
are the
jvmroute
values of the corresponding Tomcat nodes.
3. Copy the
<Genesys Agent Scripting Install Directory>\error.node.html
file to the
<path to Apache>\DocumentRoot\
directory
End of procedure
Deployment Guide 99
Chapter 7: Load Balancing and Failover Failover
Procedure:
Compile and assign the Genesys Agent Scripting
Script
Start of procedure
1. Compile the Genesys Agent Scripting script, see “Compile and assign the
Genesys Agent Scripting Script” on page 96 , Steps 1 and 2 .
.
2. Create a Target Environment item for the Apache HTTP Server. Use the
Apache HTTP TOP Server URL as the Target URL. Use this target during the deployment of Assignment rules in the Genesys Studio
Main Menu >
Compile > Assignment Rules > Deployment Settings > Environment
list box.
Note:
Each Genesys Agent Scripting node must have a unique application name in Configuration Manager.
End of procedure
Configuring the Genesys Agent Scripting Studio
To increase the speed of Genesys Agent Scripting page delivery, early jsp file pre-complication is available.
Procedure:
Enable Faster Runtime Execution
1. Launch the Genesys Agent Scripting Studio.
2. Select
Compile
.
3. Under
Options
, select
Try to pre-compile jsp pages
.
End of procedure
Failover
Failover is supported by using multiple Apache configuration and Tomcat node failover. Failover configuration is covered by Load Balancing configuration as
described in the “Configuration” on page 92 section.
The following options in the Apache module configuration are required for
100 Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover Advanced Tunning failover support (which allows the client to re initiate session):
•
nofailover
=
On
(for the mod_proxy method)
•
worker.router.sticky_session_force
=
True
(for the mod_j k method)
Server error handling is done by by pathing through error.node.html
according to following defenitions in the httpd.conf file:
#Failover
ErrorDocument 500 /error.node.html?script1=gas
ErrorDocument 501 /error.node.html?script1=gas
ErrorDocument 502 /error.node.html?script1=gas
ErrorDocument 503 /error.node.html?script1=gas
ErrorDocument 504 /error.node.html?script1=gas
ErrorDocument 505 /error.node.html?script1=gas
Advanced Tunning
This section provides advanced tuning examples.
Configuring Apache Capacity
For Windows:
For Linux:
Edit the Apache HTTP Server configuration file httpd.conf
, which is located in the
<path to apache>/conf/
subdirectory.
Modify the following values:
<IfModule mpm_winnt.c>
ThreadLimit 5000 (can be set up to 15000)
ThreadsPerChild 5000 (can be set up to ThreadLimit)
MaxRequestsPerChild 0
</IfModule>
<IfModule prefork.c>
ServerLimit 5000 (can be set up to 20000)
MaxClients 5000 (can be set up to ServerLimit)
MaxRequestsPerChild 0
</IfModule>
Deployment Guide 101
Chapter 7: Load Balancing and Failover Advanced Tunning
102 Genesys Agent Scripting 8.1
Appendix
Genesys Integration with the ASPX Platform
Genesys Agent Scripting 8.1 supports Genesys integration with the ASPX platform. You can create an ASPX target environment for a Project Book with the Genesys Agent Interaction Toolkit.
Please note these requirements:
•
To work within the Genesys environment, ASPX business process scripts created with the Genesys Agent Interaction Toolkit require Genesys
Integration Server version 7.2 or later.
•
For release 7.2, new configuration fields for ASPX target environments were added:
G_NETServer_PrimaryHost
G_NETServer_PrimaryPort
G_NETServer_BackupHost
G_NETServer_BackupPort
To compile a Project Book for the ASPX target environment, you must populate these fields with the appropriate information about Genesys
Integration Server, which is used by ASPX business process scripts.
These fields appear on the Configuration File tab. To access them, choose
Target Environment from the Compile menu, then select (or create) an
ASPX target environment, and click on the Configuration File tab.
For detailed information about Genesys Integration Server, refer to the
Genesys Integration Server Deployment Guide.
Deployment Guide 103
Appendix : Genesys Integration with the ASPX Platform
104 Genesys Agent Scripting 8.1
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.
Genesys Agent Scripting
•
Genesys Agent Scripting 8.1 Help, which explains how to use Genesys
Agent Scripting and its associated components.
•
Genesys Agent Scripting 8.1 User Guide, which explains how to use
Genesys Agent Scripting and its associated components.
•
Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesys.com/customer-care
.
Genesys Agent Desktop
•
Genesys Agent Desktop 7.6 Deployment Guide, which explains how to install and configure Genesys Agent Desktop and its associated components.
Interaction Workspace
•
Interaction Workspace 8.1 Deployment Guide, an online wiki that explains how to install and configure Interaction Workspace and its associated components.
Genesys
•
Genesys Glossary
provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this documentGenesys Migration Guide, which ships on the Genesys
Deployment Guide 105
Related Documentation Resources
Documentation Library DVD, provides documented migration strategies for Genesys product releases. Contact Genesys Technical Support for more information.
Information about supported hardware and third-party software is available on the Genesys Documentation website in the following documents:
•
Genesys Supported Operating Environment Reference Guide
•
Genesys Supported Media Interfaces Reference Manual
Consult the following additional resources as necessary:
•
Genesys Hardware Sizing Guide, which provides information about
Genesys hardware sizing guidelines for the Genesys 8.x releases.
•
Genesys Interoperability Guide, which provides information on the compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
•
Genesys Licensing Guide, which introduces you to the concepts, terminology, and procedures that are relevant to the Genesys licensing system.
For additional system-wide planning tools and information, see the release-specific listings of System Level Documents on the Genesys
Documentation website.
Genesys product documentation is available on the:
•
Genesys Technical Support website at http://genesys.com/customer-care
.
•
Genesys Documentation website at http://docs.genesys.com/
.
•
Genesys Documentation Library DVD which you can order by e-mail from
Genesys Order Management at [email protected]
.
106 Genesys Agent Scripting 8.1
Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions—introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
80fr_ref_06-2008_v8.0.001.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Screen Captures Used in This Document
Screen captures from the product graphical user interface (GUI), as used in this document, may sometimes contain minor spelling, capitalization, or grammatical errors. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Type Styles
Table 1 describes and illustrates the type conventions that are used in this
document.
Deployment Guide 107
Document Conventions
Table 1: Type Styles
Type Style Used For Examples
Italic • Document titles
• Emphasis
• Definitions of (or first references to) unfamiliar terms
• Mathematical variables
Also used to indicate placeholder text within code samples or commands, in the special case where angle brackets are a required part of the syntax (see the note about angle brackets on
).
Please consult the Genesys Migration
Guide for more information.
Do not use this value for this option.
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
The formula, x +1 = 7 where x stands for . . .
Monospace font
(Looks like teletype
or typewriter text
)
All programming identifiers and GUI elements. This convention includes:
• The names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages.
• The values of options.
• Logical arguments and command syntax.
• Code samples.
Also used for any text that users must manually enter during a configuration or installation procedure, or on a command line.
Select the
Show variables on screen check box.
In the
Operand
text box, enter your formula.
Click
OK
to exit the
Properties
dialog box.
T-Server distributes the error messages in
EventError
events.
If you select true
for the inbound-bsns-calls
option, all established inbound calls on a local agent are considered business calls.
Enter exit
on the command line.
Square brackets ([ ])
A particular parameter or value that is optional within a logical argument, a command, or some programming syntax. That is, the presence of the parameter or value is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information.
smcp_server -host [/flags]
Angle brackets
(< >)
A placeholder for a value that the user must specify. This might be a DN or a port number specific to your enterprise.
Note: In some cases, angle brackets are required characters in code syntax (for example, in XML schemas). In these cases, italic text is used for placeholder values.
smcp_server -host <confighost>
108 Genesys Agent Scripting 8.1
Index
Symbols
[] (square brackets)
. . . . . . . . . . . . . . 108
< > (angle brackets)
A
Active Server Pages
Adding Users
. . . . . . . . . . . . . . . . . 80
Administrate
. . . . . . . . . . . . . . . . . 76
angle brackets
. . . . . . . . . . . . . . . . 108
Apache Tomcat
,
installing
. . . . . . . . . . . . . . . . . . . 36
Apply Updates
. . . . . . . . . . . . . . . . 74
ASP
. . . . . . . . . . . . . . . . . . . .15
audience, for document
B
Backup
. . . . . . . . . . . . . . . . . . . . 54
brackets angle
. . . . . . . . . . . . . . . . . . . . 108
square
. . . . . . . . . . . . . . . . . . . 108
Build Project Book
. . . . . . . . . . . . . . 74
C
Changing the Lock Mode
Check In
. . . . . . . . . . . . . . . . . .70
Check In / Check Out
Check Out
. . . . . . . . . . . . . . . . . . 73
Collaboration Administration
,
Collaboration Check Out
Collaboration mode
,
converting to
,
JSP
. . . . . . . . . . . . . . . . . . . . . 37
Collaboration Server
,
creating a folder
. . . . . . . . . . . . . . . 55
JSP
. . . . . . . . . . . . . . . . . . . 31
commenting on this document
Compiler
. . . . . . . . . . . . . . . . . . . .15
Compiling and Running Scripts
ASP
. . . . . . . . . . . . . . . . . . . . . 33
JSP
. . . . . . . . . . . . . . . . . . . . . 34
Connection String File
conventions in document
. . . . . . . . . . . . . . . . 107
type styles
. . . . . . . . . . . . . . . . . 108
Converting Project Books preparation
. . . . . . . . . . . . . . . . . 53
D
Defining Specific Parameters
Deploying Applications Under Tomcat
Development Environment
Directions
. . . . . . . . . . . . . . . . . . .22
document audience
. . . . . . . . . . . . . . . . . . 10
conventions
. . . . . . . . . . . . . . . . 107
errors, commenting on
version number
. . . . . . . . . . . . . . 107
E
Editor
. . . . . . . . . . . . . . . . . . . . .15
Exclusive Lock
. . . . . . . . . . . . . . . . .88
F
Find Server
. . . . . . . . . . . . . . . . . .58
font styles italic
. . . . . . . . . . . . . . . . . . . . 108
monospace
. . . . . . . . . . . . . . . . 108
G
Genesys Agent Scripting
Collaboration Administration
,
Deployment Guide 109
Index
Help
. . . . . . . . . . . . . . . . . . . . . 27
installing
. . . . . . . . . . . . . . . . . . . 25
overview
. . . . . . . . . . . . . . . . . . . 13
starting
. . . . . . . . . . . . . . . . . . 27
Genesys Agent Scripting Applications with Active
Server Pages.NET (ASPXs)
Genesys Agent Scripting overview
Graphical design mode
H
Help
. . . . . . . . . . . . . . . . . . . . . 27
Home screen
. . . . . . . . . . . . . . . . . 77
I
Insert User
. . . . . . . . . . . . . . . . . . 80
Installing Apache Tomcat
Installing the Java 2 Enterprise
Edition v1.4 SDK
Installing WebSphere Application Server
intended audience
. . . . . . . . . . . . . . 10
italics
. . . . . . . . . . . . . . . . . . . . . 108
J
J2EE SDK
. . . . . . . . . . . . . . . . .34
installing
. . . . . . . . . . . . . . . . . . . 35
Java 2 Enterprise Edition v1.4 SDK
installing
. . . . . . . . . . . . . . . . . . . 35
Java Server Pages
JSP
. . . . . . . . . . . . . . . . . 15
,
L load balancing
. . . . . . . . . . . . . . . . 89
Lock Exclusive
. . . . . . . . . . . . . . . . 70
Lock Exclusive/Unlock Exclusive
Login
. . . . . . . . . . . . . . . . . . . . . 77
M
Managing Project Books
Managing users
. . . . . . . . . . . . . . . 69
Microsoft IIS
. . . . . . . . . . . . . . 15
,
Microsoft Visio 2003 Professional
Migration of Database Interfaces that Use
Stored Procedures
monospace font
. . . . . . . . . . . . . . . 108
MySQL
. . . . . . . . . . . . . . . . . . .35
Database Server
Database Server, installing
Database Server, using command line
MySQL Connector/J Driver installing
. . . . . . . . . . . . . . . . . . . 39
O
Optimistic mode
. . . . . . . . . . . . . . 75
overview
. . . . . . . . . . . . . . . . . . 9
P
Pessimistic mode
Project Books
. . . . . . . . . . . . . . . . .69
R
Requirements
. . . . . . . . . . . . . . . . .19
Runtime engine
. . . . . . . . . . . . . . . .15
S
Scan for Errors
. . . . . . . . . . . . . . . . .75
Scripting Editor
. . . . . . . . . . . . . . . . .15
scripts deploying for ASP
. . . . . . . . . . . . . . 33
Server Table
. . . . . . . . . . . . . . . . . .86
Setting Up and Managing Users
Simulate mode
. . . . . . . . . . . . . . . . .15
Special Considerations for Oracle
Databases
SQL Types
. . . . . . . . . . . . . . . . . . .23
square brackets
. . . . . . . . . . . . . . . 108
Supporting applications
installing, JSP
. . . . . . . . . . . . . . . . 35
T
Tomcat
. . . . . . . . . . . . . . . . . 15
,
installing
. . . . . . . . . . . . . . . . . . . 36
Tree-Structured Design Mode
type styles conventions
. . . . . . . . . . . . . . . . 108
italic
. . . . . . . . . . . . . . . . . . . . 108
monospace
. . . . . . . . . . . . . . . . 108
typographical styles
U
Unlock Database
. . . . . . . . . . . . . . . .87
rationale
. . . . . . . . . . . . . . . . . . . 88
Unlock Exclusive
. . . . . . . . . . . . . . . .70
Unlocking the Project Book
Update Project Books
Update Servers
. . . . . . . . . . . . . . . .85
110 Genesys Agent Scripting 8.1
Index
Update Users
. . . . . . . . . . . . . . . . . 79
Updating Users
. . . . . . . . . . . . . . . . 82
Upgrading a MySQL Database from Genesys
Agent Scripting Version 7.0.0
upgrading, from 7.0.0 to 7.0.1
User Table
. . . . . . . . . . . . . . . . . . 82
Using a WebSphere Application Server
for the Collaboration Server
V version numbering, document
W web server starting
. . . . . . . . . . . . . . . . . . . . 56
WebSphere
. . . . . . . . . . . . . . . . . . 35
WebSphere Application Server for Genesys
Agent Scripting
WebSphere Application Server for JSP
WebSphere Application Server Installation
Deployment Guide 111
Index
112 Genesys Agent Scripting 8.1
Pakua
Kiungo cha umma kime sasishwa
Kiungo cha umma kwa mazungumzo yako kimesasishwa. You may view and manage your chat links after registration here.
Kiungo cha umma cha hati
Tangazo
