Interaction Server Installation. Genesys 8.1

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Chapter 4: Installation Interaction Server Installation

Figure 17: Tomcat Host Properties—Start Info Tab

Note:

In this case,

//RS// stands for Run Service where the service name is

Tomcat6

(the name of the executable). See Windows service

HOW-TO on the Apache Tomcat 6.0 web site.

End of procedure

Interaction Server Installation

Interaction Server is required for iWD 8.1. If you are an existing eServices customer, and Interaction Server and its databases are already installed and

configured for your environment, you can proceed with Procedure: Installing the iWD Runtime Node (Windows), on page 67 . Otherwise, perform the steps

in the following procedure.

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Chapter 4: Installation Interaction Server Installation

Procedure:

Installing Interaction Server and its databases

Purpose: To install an instance of Interaction Server and create the Interaction

Server database and Event Log database.

Note:

The following procedure is a general procedure. Please work with your enterprise’s database administrator to follow the specific procedure that is required by your database management system and your enterprise policies.

Prerequisites

•

The Interaction Management CD.

•

Review the requirements for technical licensing. See “Technical

Licensing” on page 23 .

Create the

Databases

Create the DAP

Application

Objects

Start of procedure

1. Ensure that the database server is running.

2. Log on to the database server’s administrative interface (such as Oracle

Enterprise Manager).

3. Create a new database (for example, ixn_db

). This database will be used by

Interaction Server to store interaction data.

4. Create a new database (for example, ixn_eventlog_db

). This database will be used to store event-logging details (refer to the eServices

(Multimedia) 8.1 User’s Guide for more information about the Event Log database).

5. In Configuration Manager or Genesys Administrator, create two Database

Access Point (DAP)

Application

objects: one for the Interaction Server database, and one for the Event Log database.

a. On the

General

tab, enter a name for the DAP and select the DB Server

Application

object that will be used by the DAP to connect to the database.

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Chapter 4: Installation Interaction Server Installation

Create the

Interaction Server

Application Object

b. On the

DB Info

tab, enter the details that will be used to connect to the database:

DBMS Name

: The name of the host on which the DBMS is located.

DBMS Typ e: The type of database management system that is being used in your environment.

Database Name

: The name that you specified for the database.

User Name

: The user name of the DBMS user.

Password

: The password that is used to connect to the DBMS.

Re-enter Password

: Enter the password again.

c. Add the following option to the Event Log Database Access Point

(DAP), and also to the to the Interaction Server Interactions DAP application object.

On the

Options

tab, create a new section called jdbc.

In the jdbc section, create an option called url

. For the option value, enter your jdbc connection string to the Interaction Server Event Log database or

Interaction Server Interactions database that is running on your database server.

If you are using Oracle database, use jdbc:evo:oracle:@ rather than jdbc:oracle:thin:@ or other providers.

Example: jdbc:evo:oracle:@//<oracle_host>:1521/<SID>.

d. Only for the Interaction Server Event Log DAP:

On the

Options

tab, create a new section called logger-settings

e. In this section, create a new option called batch-size a nd set its value to

100

f. Click

Apply to save the configuration.

6. Create the Interaction Server

Application

object. On the Interaction

Management CD, in the templates

folder, you will find the application template for Interaction Server. Import the template into Configuration

Manager or Genesys Administrator

7. Create a new

Application

object, based on the template.

a. On the

General

tab, enter a name for your Interaction Server.

b. On the

Server Info

tab, select the host on which Interaction Server will be installed, and enter the port that Interaction Server will use to communicate.

c. On the

Start Info

tab, enter any text into the

Working Directory,

Command Line,

and

Command Line Arguments fields (these fields will be repopulated with the correct information when Interaction Server is installed, but something must be entered in these fields now in order to save the

Application

object).

d. On the

Connections

tab, add connections to the two DAPs that you created earlier in this procedure.

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Chapter 4: Installation Interaction Server Installation

Install Interaction

Server

e. The

Options

tab contains the configuration options for Interaction

Server. Refer to the eServices (Multimedia) 8.1 Reference Manual for detailed descriptions of the options. Be sure to update the options for the licensing.

There is a specific Interaction Server configuration option named completed-queues

that specifies a list of queues for completed interactions. When an interaction is placed into one of these queues, the

CompletedAt

timestamp is set for that interaction. This is also the timestamp that will be used to calculate the

Age

of the interaction that is displayed on the Global Task List. This option, if it is not already present, will be added for you automatically by using the

Configure

Ixn Custom Properties feature of iWD Manager. (See

Procedure:

Updating the Interaction Server databases and related configuration objects, on page 123 ). However, this will only add the

iWD_Completed queue to the option. You might want to add other queues to this option, based on how you want this

Age to be calculated. For example, you may wish to set it to: iWD_Completed, iWD_Canceled, iWD_Rejected

Section: settings

Option name: completed-queues

Valid values: comma-separated list of queue names

Click

Apply to save the configuration.

8. Open the properties of the Universal Routing Server (URS)

Application object. On the

Connections

tab, add a connection to the Interaction Server that you just created.

9. A Multimedia Switching Office and Multimedia Switch must be created in

Genesys Configuration Database, to support Stat Server and URS operations. Refer to the eServices 8.1 Deployment Guide for more details on these topics.

10. Install Interaction Server.

a. From the computer on which Interaction Server will be installed, locate and double-click

Setup.exe

in the

InteractionServer

folder of the

Interaction Management DVD.

b. Click

in the

Welcome

screen.

c. Select