Preface
Welcome to the Framework 7.6 T-Server for Alcatel A4400/OXE Deployment
Guide. This document introduces you to the concepts, terminology, and procedures relevant to T-Servers
®
in general and provides detailed reference information about T-Server for Alcatel A4400/OXE.The reference information includes, but is not limited to, configuration options, limitations, and switch-specific functionality. You must configure the configuration objects and options described in this document in the Framework Configuration Layer.
Use this document only after you have read through the Framework 7.6
Deployment Guide, and the Release Note for your T-Server.
This document is valid only for the 7.6 release of this product.
Note:
For releases of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
This preface provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information:
Intended Audience, page 16
Chapter Summaries, page 17
Document Conventions, page 19
Related Resources, page 20
Making Comments on This Document, page 21
T-Server is the Genesys software component that provides an interface between your telephony hardware and the rest of the Genesys software components in your enterprise. It translates and keeps track of events and requests that come from, and are sent to, the CTI (computer-telephony integration) link in the telephony device. T-Server is a TCP/IP-based server that can also act as a messaging interface between T-Server clients. It is the critical point in allowing your Genesys solution to facilitate and track the contacts that flow through your enterprise.
T-Server—Deployment Guide 15
Preface Intended Audience
Note that the T-Server name has changed over the course of previous releases for various reasons (including, but not limited to, changes in vendor name or in
Genesys policy). The former names include:
•
T-Server for Alcatel A4400
Intended Audience
This guide is intended primarily for system administrators, both those who are new to T-Server and those who are familiar with it.
•
If you are new to T-Server, read the Framework 7.6 Deployment Guide and the Release Note mentioned earlier, and then read all of the sections of this document that apply to your software and its accompanying components.
Refer back to the Framework 7.6 Deployment Guide as needed.
•
If you are an experienced T-Server user—someone with computer expertise, who is used to installing, configuring, testing, or maintaining
Genesys software—you may find it more time efficient to go to the Index to see what is new or different in T-Server release 7.6. If you take that approach, please also read Release Notes and refer to other related resources, such as the Genesys 7 Events and Models Reference Manual and
Voice Platform SDK 7.6 .NET (or Java) API Reference for complete information on the T-Server events, call models, and requests.
In general, this document assumes that you have a basic understanding of, and familiarity with:
•
Computer-telephony integration concepts, processes, terminology, and applications.
•
Network design and operation.
•
Your own network configurations.
•
Your telephony hardware and software.
•
Genesys Framework architecture and functions.
•
Configuration Manager interface and object-managing operations.
Based on your specific contact center environment and your responsibilities in it, you may need to be familiar with a much wider range of issues as you deploy T-Server.
Reading Prerequisites
You must read the Framework 7.6 Deployment Guide before using this
T-Server Deployment Guide. The Framework 7.6 Deployment Guide contains information about the Genesys software you must deploy before deploying
T-Server.
16 Framework 7.6
Preface Chapter Summaries
Chapter Summaries
This T-Server Deployment Guide encompasses all information—including conceptual, procedural, and reference information—about Genesys T-Servers in general, and T-Server for Alcatel A4400/OXE in particular. Depending on the subject addressed in a particular section, the document style may move from narration, to instructions, to technical reference. To distinguish between general T-Server sections and those chapters intended for your particular
T-Server, this document is divided into two main parts.
Part One—Common Functions and Procedures
Part One of this T-Server document, “Common Functions and Procedures,” consists of Chapters 1 through 5. These chapters contain architectural, functional, and procedural information common to all T-Servers:
•
Chapter 1, “T-Server Fundamentals,” on page 25
, describes T-Server, its place in the Framework 7 architecture, T-Server redundancy, and multi-site issues. It does not, however, provide configuration and installation information.
•
Chapter 2, “T-Server General Deployment,” on page 39 , presents
configuration and installation procedures for all T-Servers. It follows the same general format you became familiar with during the configuration and installation of other Framework components, such as the Management
Layer.
•
Chapter 3, “High-Availability Deployment,” on page 55
, describes how to set up a high-availability environment for your T-Server.
•
Chapter 4, “Multi-Site Support,” on page 67
, describes the variations available for T-Server implementations across geographical locations.
•
Chapter 5, “Start and Stop T-Server Components,” on page 121 , describes
how, and in what order, to start up T-Server among other Framework components. It also provides possible stopping commands.
Although you certainly would refer to these chapters if you have never before configured or installed T-Server, you might also use them, even if you are already familiar with T-Server, to discover any changes to functionality, configuration, and installation since you last deployed this component.
Genesys recommends that you use wizards to deploy T-Server. If you do, first
read Chapter 1 to familiarize yourself with T-Server, and then proceed with the
deployment process using Framework wizards.
Part Two—Reference Information
Part Two of this T-Server document, “Reference Information,” consists of
Chapters 6 through 15. These chapters contain reference information specific
T-Server—Deployment Guide 17
Preface Chapter Summaries to T-Server for Alcatel A4400/OXE. However, they also contain information on all T-Server options, both those specific to your T-Server and those common to all T-Servers.
•
Chapter 6, “Alcatel A4400 Switch-Specific Configuration,” on page 135
,
describes compatibility and configuration information specific to this
T-Server, including how to set the DN properties, and recommendations for the switch configuration.
•
Chapter 7, “Supported Functionality in T-Server for Alcatel A4400/OXE,” on page 161
, describes which features this T-Server supports, including
T-Library functionality, use of the Extensions attribute, and error messages.
•
Chapter 8, “Common Configuration Options,” on page 225
, describes log configuration options that are common to all Genesys server applications.
•
Chapter 9, “T-Server Common Configuration Options,” on page 247
, describes configuration options that are common to all T-Server types including options for multi-site configuration.
•
Chapter 10, “Configuration Options in T-Server for Alcatel A4400,” on page 271 , describes configuration options specific to this T-Server,
including the link-related options—those that address the interface between T-Server and the switch.
•
Chapter 11, “High Availability (HA),” on page 305 , provides
switch-specific information about high availability.
•
Chapter 12, “Routing Using Emulated Routing Points,” on page 309
, describes how to configure routing using emulated Routing Points.
•
Chapter 13, “Using Alcatel A4400 Routing Services Interface,” on page 317 , describes how to use the A4400’s Routing Services Interface.
•
Chapter 14, “Predictive Dialing,” on page 339 , describes how to configure
and use predictive dialing.#
•
Chapter 15, “Alcatel A4400 Call Flows,” on page 347
gives additional detail of T-Server-specific calls flows where they are not covered in
Genesys call model documentation.
•
Chapter 16, “Connecting GVP:EE 6.5.5 to Alcatel A4400/OXE,” on page 355 describes how to configure GVP for the A4400/OXE.
•
Chapter 17, “Troubleshooting,” on page 367
, describes how to resolve some of the problems you may experience with this T-Server.
18 Framework 7.6
Preface 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:
76fr_ref_02-2008_v7.6.000.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Examples:
Italic
In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.
•
Please consult the Genesys Migration Guide for more information.
•
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
•
Do not use this value for this option.
•
The formula, x +1 = 7 where x stands for . . .
Examples:
Monospace Font
A monospace font, which looks like teletype or typewriter text
, is used for 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; and code samples.
•
Select the Show variables on screen check box.
•
Click the
Summation
button.
•
In the
Properties
dialog box, enter the value for the host server in your environment.
•
In the Operand text box, enter your formula.
•
Click
OK
to exit the
Properties
dialog box.
T-Server—Deployment Guide 19
Preface Related Resources
Example:
•
The following table presents the complete set of error messages T-Server distributes 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
.
Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:
•
Enter exit
on the command line.
Screen Captures Used in This Document
Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. 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.
Square Brackets
Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample: smcp_server -host [/flags]
Angle Brackets
Angle brackets indicate a placeholder for a value that the user must specify.
This might be a DN or port number specific to your enterprise. Here is a sample: smcp_server -host <confighost>
Related Resources
Consult these additional resources as necessary:
•
The Framework 7.6 Deployment Guide, which will help you configure, install, start, and stop Framework components.
•
The Framework 7.6 Configuration Options Reference Manual, which will provide you with descriptions of configuration options for other
Framework components.
20 Framework 7.6
Preface Making Comments on This Document
•
The Framework 7.6 Configuration Manager Help, which will help you use
Configuration Manager.
•
The Genesys Migration Guide, also on the Genesys Documentation
Library DVD, which contains a documented migration strategy from
Genesys product releases 5.x and later to all Genesys 7.x releases. Contact
Genesys Technical Support for additional information.
•
The Genesys 7 Events and Models Reference Manual, which contains an extensive collection of events and call models describing core interaction processing in Genesys environments.
•
The Voice Platform SDK 7.6 .NET (or Java) API Reference, which contains technical details of T-Library functions.
•
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of the Genesys and CTI terminology and acronyms used in this document.
•
The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http:// genesyslab.com/support .
Information on supported hardware and third-party software is available on the
Genesys Technical Support website in the following documents:
•
Genesys Supported Operating Environment Reference Manual
•
Genesys Supported Media Interfaces Reference Manual
Genesys product documentation is available on the:
•
Genesys Technical Support website at http://genesyslab.com/support
.
•
Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]
.
Making Comments on This Document
If you especially like or dislike anything about this document, please feel free to e-mail your comments to
[email protected]
.
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 information in this document only and to the way in which the information is presented. Speak to 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.
T-Server—Deployment Guide 21
Preface Making Comments on This Document
22 Framework 7.6
