Configuring iWD Manually

Important

iWD Setup Utility is not supported in iWD 9.0.

Procedure

1. Log in to GAX.
2. Go to Administration >Installation Packages and click New.
3. Check Installation Package Upload (includes templates) and click Next.
4. Click Upload, select the iWD Manager installation package and click Finish. Upload can take a few minutes. When it is completed you will see the uploaded iWD Manager installation package.
5. Go to Configuration > Accounts > Capacity Rule and create iwd_capacity_rule (that is, one interaction of any type) in the tenant's Script folder.
6. Go to Configuration > Switching > Places and create iwd_place for the iwd_admin user.
7. Go to Configuration > Accounts > Persons and create the iwd_admin user . In the iwd_admin user, set the Default Place to iwd_place and the Capacity Rule to iwd_capacity_rule.
8. Go to Configuration > Accounts > Access Groups and create the iwd_access_group. Add the iwd_admin user in the Members tab.
9. Go to Configuration > Accounts > Agent Groups and create the IWD agent group. Add the iwd_admin user to the Agents tab.
10. Go to Configuration > Environment > Tenants and in the Permissions tab assign Create, Read, Update, and Execute permissions to the iwd_access_group.
11. Go to Configuration > Accounts > Roles and create the iwd_role. In the Assigned Privileges tab, check all the required privileges from the iWD and CfgiWDManager groups. Then add role members (such as Persons or Access Groups) to the iwd_role.
12. Go to Configuration > Environment > Scripts. Check that "'iWD Manager'" folder exists (create if not) and all permissions for the EVERYONE access group are granted for this folder.
13. Go to Configuration > Environment > Scripts. Ensure that Environment tenant is selected. Using breadcrumbs, navigate to one level above, that is from Home > Scripts > Scripts to Home > Scripts. Create a new item with name iWD Audit by clicking More and then New Configuration Unit. Once saved, select it, and click Edit. Go to the Permissions tab, add SYSTEM user (the one that is chosen to Login As by the GAX application object) and grant the Create, Read, Execute, Delete, and Propagate permissions.
14. Go to Configuration > Routing/Digital > Transactions and create the Iwd_Package_List object. Set the Name and Alias to Iwd_Package_List. In the Options tab create:
1. A section called RulePackageList.
2. A key called <Solution runtime id>, with the value <GRAT package name>. For multiple rule packages, specify each Package Name separated by a comma—for example; <GRAT package1>, <GRAT package2>, <GRAT package3>
3. A Transaction Type with the value list.
15. Go to Configuration > Routing/Digital > Transactions and create Iwd_Esp_List object. Set the Name and Alias to Iwd_Esp_List. In the Options tab create:
1. A section called GREServerList.
2. A key called <Solution runtime id> with the value <GRE application name>.
3. A Transaction Type with the value list.
16. (Optional) If UCS will be used, create:
1. A section called ContactServerList.
2. A key called <Solution runtime id> with the value <UCS application name>
17. Import the iWD Business Process using the procedures described here.
18. Activate the Classification, Prioritization, Distribution, Mark Interaction as Done and Removal strategies.
19. Go to Configuration > Switching > DNs > Switches > <multimedia switch> > DNs and create a virtual queue called iWD. Set its Number and Alias to iWD and its Routing Type to Default.
20. Configure the iWD Stat Extensions:
1. Extract the iWD Stat Extensions IP to a temporary folder (such as iwdstatext).
2. Copy ./iwdstatext/java/ext/* to ../statserver/java/ext.
3. Copy ./iwdstatext/java/lib/* to ../statserver/java/lib.
4. The following table provides possible values of the Stat Server configuration options. All information regarding Stat Server options is described here.
Important
When the Stat Adapter job is run, it rewrites the Stat Server options.

Section	Key	Value
statserver	enable-java	true
java-config	java-libraries-dir	./java/lib
	java-extensions-dir	./java/ext
	jvm-path	<jdk install dir>/jre/lib/amd64/server/libjvm.so for Linux/UNIX <jdk install dir>\jre\lib\amd64\server\libjvm.dll for Windows
java-extensions	BPR_iWD_Extension.jar	true
java-extensions-bpr-iwd	dimension-mapping-1	Virtual Queue
	java-extension	BPR_iWD_Extension.jar
	java-extension-jar	BPR_iWD_Extension.jar
	jdbc-driver-jar	See JDBC driver JAR information.
	jdbc-driver	See JDBC driver information.
	jdbc-url	See JDBC URL information.
	password	<iWD datamart password>
	refresh-interval	15
	service-id-1	STAT_1
	service-tenant-1	Resources
	user	<iWD datamart database user>
	verbose	debug
	virtual-queue-name-1	iWD_

21. Restart the Stat Servers.