Deploying CCAdv and WA

If you are installing any or all of the following Advisors modules, use the procedures and information in this section:

• Contact Center Advisor (CCAdv)
• Contact Center Advisor–Mobile Edition (CCAdv-ME)
• Workforce Advisor (WA)
• Alert Management (AM) Administration

You can deploy these modules on a Red Hat Linux or a Windows platform, and with Oracle or MS SQL databases.

If you use a Genesys computer-telephony integration (CTI) installation, you must install Advisors Genesys Adapter with CCAdv and WA applications. For Cisco installations, no adapter is required.

If you are upgrading your version of CCAdv-ME, ensure you read Upgrade CCAdv-ME.

For information about deploying smartphone client applications, see Deploy Smartphone Client Applications.

Roadmap

1. [+] Install the databases that correspond to the Advisors products you will deploy.
   1. Advisors Genesys Adapter metrics database
   2. Advisors Platform database
   3. Advisors Cisco Adapter database (if you use ACA)
   4. Metric Graphing database
2. Create the Advisors User and the Object Configuration User in Configuration Server.
3. [+] Install the Platform service (Geronimo) on all servers on which you will deploy one of the Advisors components.
   • Contact Center Advisor
   • Workforce Advisor
   • Frontline Advisor
   • Contact Center Advisor–Mobile Edition
   • Resource Management Console
4. Install each adapter you will use (AGA and ACA). See additional information for CCAdv/WA installations.
5. Install the Advisors components for your enterprise:
   • Contact Center Advisor
   • Workforce Advisor
   • Contact Center Advisor – Mobile Edition
   • Frontline Advisor
   • SDS and Resource Management
6. Make any required configuration changes.

You run a single .jar installation file to deploy any or all of the modules. Use the procedure below to start your installation. The installer guides you through the deployment. The screens displayed during your deployment are dependent on the selections you make on the Modules to Install screen. Information about each screen is available on the Installation Screens tab below.

<tabber>

Procedure=

1. Copy the installation file to the Advisors home directory. [+] Show additional information for Linux environments Ensure the Advisors Platform service has been installed. The Advisors Platform service hosts the CCAdv and WA applications. Open the shell. Start the installer locally or from a remote desktop. To run the installer remotely, use SSH with X11 forwarding enabled: ssh -X root@<host> As root, copy the ccadv-wa-installer-<version>.jar file to the /home/advisors directory. cp ./ccadv-wa-installer-<version>.jar /home/advisors

2. Launch the installation file. [+] Show Steps for Linux As root, navigate to the Advisors home directory: cd /home/advisors As root, run the CCAdv/WA installer. The page format of this document might cause a line break in the following command, but you must enter it on one line in the command prompt window: ./jdk1.7.0_<version>/bin/java -jar ccadv-wa-installer-<version>.jar [+] Show Step for Windows Do one of the following: Open a command line window, and enter the following command: java -jar ccawa-installer-<version>.jar Double-click the ccawa-installer-<version>.jar file in the release bundle. Double-clicking might not work due to system settings, but using the command line terminal should always work. For 64-bit systems, if double-clicking to launch the installer, please ensure that the Java instance associated with the jar file type is 64-bit. Running the installer with a 32-bit Java instance will create a Windows service with the wrong executable.

3. On the Modules to Install screen, select which Advisors application(s) you will install. You can install an individual application or as many applications as you require during a single run of the installation file. Each of the modules can be installed on a different machine; however, Advisors Platform must be installed on each server where a module is installed. When installing multiple modules on the same machine, the underlying components, such as Advisors Platform, are installed only once. [+] Show Information about Selections The modules are: Contact Center Advisor XML Generator application—Install this module only once in one cluster of Advisor systems. Contact Center Advisor Web services, including the dashboard—You can install more than one instance in one deployment of Advisors. You can install it on the same system on which you installed the XML Generator, or on a different system. Contact Center Advisor Mobile Edition—Contact Center Advisor application for mobile devices. Workforce Advisor server—Install this module only once in one cluster of Advisor systems. Workforce Advisor Web service, including the dashboard—You can install more than one instance in one deployment of Advisors. You can install it on the same system on which you installed the Workforce Advisor server, or on a different system. Alert Management administration— Install this module on the same system on which you installed the Administration Workbench when installing Platform.

4. On the Destination Directory screen, specify the destination directory in which the files will be installed (the Advisors base directory). For all module options, the installation process prompts for the location of the installation directory and Advisors Platform database. Use the same directory and database configuration that was specified when the Advisors Platform database was configured. The default directory is Program Files\GCTI\Advisors.

5. Use the information provided on the Installation Screens tab on this page to assist you to complete the remaining deployment screens.

|-| Installation Screens=

[+] CCAdv-ME Server Configuration

• Allow client password caching—Determines whether the server will tell its clients to cache the password on the client. If this checkbox is not selected, the user is redirected to the login page every time he or she launches an application.
• Logo link URL (image link)—Enter the URL to which users are redirected when they click on your enterprise's logo on the login screen. This is optional configuration; it is not required.
• URL that Logo links to—You can enter an image URL of the company’s logo that will be visible on the login page. This hyperlinked image is used to personalize the login page. This is optional configuration; it is not required.
• Interval for file purge (ms)—This value (in milliseconds) specifies the frequency at which to delete the charting local cache from the server.
• Delay for retries on failed response—This value (in milliseconds) specifies the delay between retries when a failure occurs.
• Number of retries—Number of times each resource retries to build the response when a failure occurs in the Advisors server.
• Device refresh interval (ms)—This value (in milliseconds) represents the refresh time of the client views when auto-refresh is enabled.

[+] CCAdv-ME Trend Charting Configuration

Enter the time periods for trend charting on the CCAdv-ME Trend Charting Configuration screen. The values are in minutes. Period two should be bigger than period one and smaller than period three. Period three should be smaller than the retention period set by the CCAdv server.

Genesys recommends that you enter numerical characters only in these fields, such as 30, 60, or 120.

[+] Data Source

For each data source not already in the database, specify the following:

• the database name or linked server name
• the source type (Genesys or Cisco)
• (optional) the display name
• the threshold update delay. This is how long CCAdv will wait for new data from this data source before notifying users via the CCAdv dashboard, and, if configured to do so, administrators via e-mail.
• the Relational Database Management System (RDBMS) type

If you have additional data sources to add, select Add another data source and repeat this step.

Up to five data sources may be added using the installer.

[+] Database Type

Specify the type of database you use in your enterprise.

[+] Genesys Advisor Platform Database

Enter the database connectivity parameters for the already created or upgraded database (that is, the database must be present and at the current version prior to running the installer).

When using numerical IPv6 addresses, enclose the literal in brackets.

If the database server is a named instance, then omit the port number.

[+] Genesys Advisor Platform Database - RAC

• Database user and Database user password—The database schema and password created and used for the Platform database.
• Locate file—Enter the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator. The installation wizard applies the specified advanced connection string when configuring the data sources.

[+] Java Development Kit

Enter or select the folder location for the Java Development Kit.

[+] Metric Graphing Database

Specify the connection parameters for the Metric Graphing database.

When using numerical IPv6 addresses, enclose the literal in brackets.

[+] Metric Graphing Database - RAC

• Database user and Database user password—The database schema and password created and used for the Metric Graphing database.
• Locate file—Enter the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator. The installation wizard applies the specified advanced connection string when configuring the data sources.

[+] Oracle setup type

Specify whether you use Oracle basic (single instance) or Oracle Real Application Cluster (RAC) databases.

[+] Workforce Advisor Server - IEX TotalView

Enter the FTP Server port number on which the FTP connection in WA listens for data from TotalView.

[+] Workforce Aspect eWFM

Enter the Aspect eWFM base retrieval URL.

The base retrieval URL should be file:/// followed by the location of the eWFM files.

If the component must read or write data kept on a drive accessible over the network, then enter the path name to the directory using the Uniform Naming Convention, which includes the host name and the name of the shared drive.
For example:
//host_name/shared_drive_name/root_directory_name/directory_1_name/directory_2_name
You can use forward slashes in the name even on Windows systems. If you use back slashes, they must be escaped.
For example:
\\\\host_name\\shared_drive_name\\root_directory_name\\directory_1_name\\directory_2_name

[+] Workforce Genesys WFM

• Base URL—The base URL should contain the server name or IP address of the machine where the WFM server is installed, as well as the port on which the server is configured and listening. For example, http://192.168.98.215:5007. When using numerical IP v6 addresses, enclose the literal in brackets.
• Application name—The application name of the WFM server as configured in the Configuration Server or Genesys Administrator.
• User ID—Enter either a specific user ID to indicate the identity of the requests, or enter 0 (zero) to indicate no user. The user ID is used as a reference in the connection string to Genesys WFM.
• Polling interval (ms)—The interval at which the Genesys WFM service is polled for forecast data.
• Number of hours to harvest—The number of hours of forecast metrics to get during each polling interval.

[+] Workforce Advisor Server - Page 1

Select your sources for workforce management data.

[+] Workforce Advisor Server - Page 2

Enter the e-mail address that will appear in the From: header of e-mail that WA sends about alerts, to users that are members of distribution lists configured in the Administration Workbench. For example, DONOTREPLY@genesys.com.

<toggledisplay showtext="[+] XML Generator - Page 1" hidetext="[-] XML Generator - Page 1"> Enter the interval for the Medium and Long groups of time profiles. For example, if you enter 120 seconds for this parameter, XML Generator stores metrics and threshold violations for these time profiles no more often than that. However, XML Generator might store the view data less frequently depending on load and the complexity of the configuration.

[+] XML Generator - Page 2

Enter the maximum number of retry attempts in the event of a database connection failure. This parameter is applicable to retry attempts when XML Generator is already running; that is, after establishing connections at startup.

Enter the number of seconds between Contact Center Advisor XML Generator’s reconnection attempts in the event of a database connection failure. This parameter is applicable to retry attempts when XML Generator is already running; that is, after establishing connections at startup.

[+] XML Generator - Page 3

Alert E-mail From Address: Enter the e-mail address that will appear in the From: header of e-mail that XML Generator sends about alerts, to users that are members of distribution lists configured in the Administration Workbench. For example, DONOTREPLY@genesys.com.
Enter the e-mail address that will appear in the From: header of e-mail that WA sends about alertsFor example, DONOTREPLY@genesys.com.

Support E-mail Address: Enter the e-mail address to which XML Generator will send e-mail about events other than alerts. For example, an e-mail sent when XML Generator has not been able to connect to an external data source within the configured number of minutes. The address entered in this field also appears in the From: header of these types of e-mails.

SMTP Server: Enter the host name or IP address of the SMTP server that XML Generator will use to send e-mail with ERROR messages. You can see the ERROR messages in the log file for XML Generator.

[+] XML Generator - Page 4

Specify how frequently (in seconds) snapshots should be stored in the metric graphing database. For example, if you enter 60 seconds, XML Generator stores graphable snapshots no more often than that. However, XML Generator may store the snapshots less frequently depending upon load and the complexity of the configuration.

Specify whether graphs should display values from the previous day. If you select the Start at midnight checkbox, then graphs will not display values from the previous day. Also, an open graph will delete values from the previous day as it reaches midnight.

See Configure Metric Graphing Properties for detailed information.

35px|link=[+] XML Generator and Workforce Advisor

Previously called Dashboards. Select the time profile for the historical agent group metrics that CCAdv and WA will display.

If you choose 5 minute sliding, then CCAdv and WA will display agent group metrics from the most recent 5 minutes. If you choose 30 minute growing, then they will display agent group metrics from the current half hour.

For metrics imported from CISCO ICM, Advisors always imports agent group metrics with the 5 minute sliding profile. If you are running Advisors with CISCO ICM, and you choose the 30 minute growing option here, then on the dashboards, historical agent group metrics will display as a dash. Genesys recommends that you use the five minute growing setting if you have a CISCO source of data.

|-| Start the XML Gen Service on Linux Platform=

If you use a Linux platform, configure XML Generator to run automatically as a system service:

1. As root, create an /etc/init.d/advisors-xmlgen file with the following contents; remember to replace <version> with the version number of your file and <Advisors directory> with your directory’s name:
   

   #!/bin/bash
   # description: Advisors Cisco Adapter Start Stop Restart
   # processname: advisors
   # chkconfig: 235 20 80
   #
   # This script should be edited and installed in /etc/init.d directory
   #
   # Before using please edit PATH and XMLGEN_HOME.
   #
   
   export PATH=/home/advisors/jdk1.7.0_<version>/bin:$PATH
   
   XMLGEN_HOME=/home/advisors/<path to xmlgen directory>
   
   cd $XMLGEN_HOME
   
   case $1 in
   start)
   /bin/su advisors ./startup.sh
   ;;
   stop)
   ./shutdown.sh
   ;;
   restart)
   ./shutdown.sh
   /bin/su advisors ./startup.sh
   ;;
   esac
   exit 0

2. As root, make the startup script executable:
   

   chmod 755 /etc/init.d/advisors

3. As root, configure the system to start the Advisors process at boot time:
   

   chkconfig --add advisors
   chkconfig --level 235 advisors on

4. As root, check that the configuration is correct:
   

   chkconfig --list advisors

   
   

   The output should be similar to the following:

   advisors 0:off 1:off 2:on 3:on 4:off 5:on 6:off

|-| Troubleshooting=

The following Table shows parameter validation errors that you may encounter at the end of installation.

Installation Error Message	Cause
[java] Failed to connect to the database using connection URL: [java] jdbc:sqlserver://192.168.xx.yy:nnn;DatabaseName=ys_eadb;user=sa;password=very_secure_pwd; selectMethod=cursor [java] The following exception was thrown: com.microsoft.sqlserver.jdbc.SQLServerException: The TCP/IP connection to the host 192.168.xx.yy, port nnn has failed. Error: "Connection refused. Verify the connection properties, check that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port, and that no firewall is blocking TCP connections to the port.	Wrong database server name / IP address or port number
[java] Failed to connect to the database using connection URL: [java] jdbc:sqlserver://192.168.xx.yy:nnnn;DatabaseName=NotAPlatformDB;selectMethod=cursor;user=sa; password=very_secure_pwd [java] The following exception was thrown: com.microsoft.sqlserver.jdbc.SQLServerException: The TCP/IP connection to the host 192.168.xx.yy, port nnnn has failed. Error: "connect timed out. Verify the connection properties, check that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port, and that no firewall is blocking TCP connections to the port."	Wrong database name
[java] Exception while connecting: Login failed for user 'badUserId'. [java] url used: jdbc:sqlserver://192.168.xx.yy:nnnn;DatabaseName=ys_eadb;selectMethod=cursor;user=badUserId; password=very_secure_password	Wrong database user name or password
[loadfile] Unable to load file: java.io.FileNotFoundException: C:\ (The system cannot find the path specified)	Produced in error and can be ignored.