Pre-Installation Checklist

This page documents steps you must complete before installing Genesys App Automation Platform (GAAP). It is recommended you print this page (either in your browser or by generating a PDF by clicking the link in the Table of Contents to the left of this page) and have the installer sign off on each step.

After you install GAAP, be sure to complete the Post-Installation Checklist.

=On-site installation requirements

Task	Completed and tested by
A dedicated desktop/laptop computer for the GAAP consultant to use to perform the installation. This computer must be able to access all servers required.

Remote installation requirements

Task	Completed and tested by
Remote access has been set up and tested, and details have been forwarded to the GAAP consultant.
The GAAP consultant has been provided with third-party software (for example, a VPN client) required to connect remotely.

Genesys and GVP requirements

Task	Completed and tested by
The GVP, ASR and TTS versions are available, as per the Hardware and Software Specification document.
If TTS or ASR is required, it has been installed, configured, and fully tested.
Genesys GVP is installed, configured, and has successfully handled test calls (including ASR and TTS, if required) to confirm it’s fully functional.
A Genesys resource is available to configure GVP to route calls to GAAP after the installation in order for basic testing to be completed.
A Genesys resource is available to troubleshoot any GVP issues encountered.
Genesys routing and required attached data (if applicable) is configured to support the requirements.
Externally accessible DID test numbers are available and configured to allow the SpeechStorm consultant to dial into the environment.

  Microsoft SQL Server Requirements This section is only required if you want to use SQL Server as the database layer.

Task Completed and Tested by Customer The Microsoft SQL Server 2008 R2 database environment is ready and tested for the SpeechStorm consultant to access and install SpeechStorm. SQL Server has been configured and tested to allow TCP/IP connections and to allow non-Windows users (i.e. ‘SQL Server authentication’). SQL Server Management Studio has been installed on at least one SpeechStorm server per environment (test, production etc). Two databases (fish_core and fish_reports for example) have been created and the following steps applied to each database:

o The ALLOW_SNAPSHOT_ISOLATION setting set to ON. Example SQL is as follows:  alter database fish set ALLOW_SNAPSHOT_ISOLATION ON;  alter database fishreports set ALLOW_SNAPSHOT_ISOLATION ON;

o A SQL server authentication user has been created and the allocated account also has ownership of both databases. These settings can be confirmed by connecting to the database using SQL Server Management Studio and then navigating in the left hand panel to Security -> Logins -> Right click on the appropriate user and click Properties -> User Mapping and check db_owner option is ticked for both databases. To accommodate future migration of the reports schema, we recommend that the transaction log file(s) are configured to be at least as big as the data file(s) and that both are set to auto-grow. The size of these files should be monitored periodically and regular backups scheduled in order to clear down the transaction log(s).

Oracle Requirements This section is only required if you want to use Oracle as the database layer.

Task Completed and Tested by Customer The Oracle 11g database environment is ready and tested for the SpeechStorm consultant to access and install SpeechStorm. Oracle SQLDeveloper has been installed on at least one SpeechStorm server per environment (test, production etc). Two databases (fishcore and fishreports for example) have been created as follows:  CREATE BIGFILE TABLESPACE fishcore DATAFILE 'fishcore.dbf' SIZE 20M AUTOEXTEND ON;  CREATE BIGFILE TABLESPACE fishreports DATAFILE 'fishreports.dbf' SIZE 20M AUTOEXTEND ON;  CREATE USER C##fishcore IDENTIFIED BY yourpasswordhere DEFAULT TABLESPACE fishcore;  CREATE USER C##fishreports IDENTIFIED BY yourpasswordhere DEFAULT TABLESPACE fishreports;  GRANT "RESOURCE" TO C##fishcore;  GRANT "RESOURCE" TO C##fishreports;  GRANT "CONNECT" TO C##fishcore;  GRANT "CONNECT" TO C##fishreports;  GRANT CREATE ANY VIEW TO C##fishcore;  GRANT CREATE ANY VIEW TO C##fishreports;  GRANT INSERT ANY TABLE TO C##fishcore;  GRANT INSERT ANY TABLE TO C##fishreports;  GRANT UNLIMITED TABLESPACE TO C##fishcore;  GRANT UNLIMITED TABLESPACE TO C##fishreports;  GRANT SELECT_CATALOG_ROLE to C##fishcore;  GRANT SELECT_CATALOG_ROLE to C##fishreports;  GRANT SELECT ANY DICTIONARY to C##fishcore;  GRANT SELECT ANY DICTIONARY to C##fishreports;

Server Requirements

Task Completed and Tested by Customer The servers have been built as per the SpeechStorm Hardware and Software Specification document. All server details including hostnames and IP addresses for all relevant servers including GVP, SpeechStorm and the Microsoft SQL environment have been provided to the SpeechStorm consultant. Logons have been provided to the SpeechStorm consultant for all relevant PC’s and servers including Active Directory (if utilised) and Database servers. Administrative Privileges on the SpeechStorm server(s) are configured to allow the SpeechStorm consultant to install, test and troubleshoot.

Project Specific Requirements

Task Completed and Tested by Customer Test data for the SpeechStorm consultant to test the IVR application after installation must be provided, including, if applicable, valid card payment details for testing of the payment gateway and all other web services. All 3rd party components required as part of the solution are installed, configured, tested and available to integrate with where applicable before the installation of SpeechStorm.

Firewall Requirements The following table lists the main firewall rules that are required in order for SpeechStorm to function. Some customers may have additional requirements, but the below will allow for the SpeechStorm install to be completed. This list doesn’t include standard firewall requests such as remote desktop etc. – it is assumed that the customer will already have these rules enabled.

Rule Ports Completed and Tested by Customer Communication from the customer site to the SpeechStorm FTP server for downloading installation files. Server details are: • Host Name: ftp.speechstorm.com • Port Number: 22 • File Protocol: Secure FTP (SFTP) • Username: Will be supplied by SpeechStorm • Password: Will be supplied by SpeechStorm

Access to the FTP site doesn’t necessarily need to be from the SpeechStorm servers, but the customer must have a method of transferring files from the FTP site onto the SpeechStorm servers. 22 for Secure FTP (SFTP) Inter-Communication between all SpeechStorm servers 80, 8080–8089 for HTTP Traffic 443,8443-8449 for HTTPS Traffic Communication between Genesys Environment and all SpeechStorm VUI servers 80, 8080–8089 for HTTP Traffic 443,8443-8449 for HTTPS Traffic Communication between ASR and TTS Environment and SpeechStorm servers 80, 8080–8089 for HTTP Traffic 443,8443-8449 for HTTPS Traffic Communication between Database Environment and SpeechStorm servers The SQL Server Port: Usually 1433, but to be confirmed by the customer. Communication between all SpeechStorm servers and customer integration/backend systems Ports to be confirmed by the customer. Communication between all SpeechStorm servers and customer SMTP server (see post-installation configuration section for more details). Ports to be confirmed by the customer. Communication between all SpeechStorm servers and customer SNMP Manager (see post-installation configuration section for more details). This is optional and only required if the customer wishes to utilise the trap sending functionality provided by SpeechStorm. Ports to be confirmed by the customer. Communication between all SpeechStorm servers and customer SYSLOG/Centralized Logging server (see post-installation configuration section for more details). This is optional and only required if the customer wishes to utilise the SYSLOG functionality provided by the Log4j component within SpeechStorm. Ports to be confirmed by the customer.   2. Post-Installation Configuration After the SpeechStorm installation, the SpeechStorm consultant will configure some of the administration settings to suit your needs. Please fill in the below table and provide this information to SpeechStorm prior to the commencement of the installation.

Email For the “forgot password” functionality etc., SpeechStorm needs to be able to send emails via an SMTP server.

Setting Name Description Your Value Email.SMTP.Host The SMTP host that SpeechStorm will use to send emails (e.g. forgot password) .

Default Value: mail.speechstorm.com Email.SMTP.Port The SMTP port of the host.

Default Value: 25

CTI Data SpeechStorm has the capability to store some attached data variables in its reporting database (usually used for custom reports). As the space is limited, we can configure regular expression patterns to exclude or include data. By default the patterns are empty which means all attached data will be saved. If the data to be saved is bigger than the space available in the database, the data is truncated (in no particular order).

Setting Name Description Your Value CLIData.Mobiles.Prefix A value indicating the prefix of a mobile number.

Default Value: 07 VuiPreferences.Defaults.store_cti_fields_in_reporting_data A Boolean value to indicate if SpeechStorm is to store CTI fields in reporting data.

Default Value: true CTI.FieldsToStoreInReporting.ExcludePattern Exclusion pattern.

Default Value: Set to blank. Example: ^ROUTING.*$ CTI.FieldsToStoreInReporting.IncludePattern Inclusion pattern.

Default Value: Set to blank. Example: ^(AccountNumber|CustomerID)$

Database Overnight Jobs To increase performance in the database, SpeechStorm performs an overnight (or quiet period) job to perform the following main tasks: 1. Archiving old report data into historical tables. These historical tables are still referenced in our reports and database views, we just move them into historical tables in order to improve performance. 2. Delete historical data that is older than the specified number of days.

Setting Name Description Your Value DBOvernightJobs.NumDaysHistoricalDataToKeep The number of days historical data to keep. If this is set to -1 then no data will be deleted.

Default Value: 90

SNMP Traps SpeechStorm has the ability to send SNMP traps. If your environment supports traps (and you would like to use them), the below details are required.

Setting Name Description Your Value SNMP.Traps.Enabled A Boolean value to indicate if SpeechStorm is to store CTI fields in reporting data.

Default Value: false SNMP.Traps.ManagerHostname The name of the SNMP manager.

Default Value: localhost SNMP.Traps.ManagerPort The SNMP manager port.

Default Value: 162 SNMP.Traps.Community The community name for SNMP traps. Usually this remains untouched.

Default Value: public SNMP.Traps.ServerHeartbeat.Enabled A Boolean value to indicate if each SpeechStorm server is to send heartbeat traps.

Note the SNMP.Traps.Enabled setting must be set to true if you wish to use heartbeat traps.

Default Value: true SNMP.Traps.ServerHeartbeat.FrequencySeconds The frequency that each SpeechStorm server will send Heartbeat traps.

Default Value: 60

SYSLOG SpeechStorm uses the log4j logging mechanism has the ability to send logs to a centralized logging server. If you wish to use this facility, the below details are required.

Setting Name Description Your Value log4j.appender.SYSLOG.syslogHost Set within the log4j.properties file on each SpeechStorm instance. This defines the hostname/IP address of the syslog server.

Default Value: blank