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Install eServices Manager

Prerequisites

  • Genesys Administrator Extension 8.5.290.09 or later.
  • UCS 8.5.200.19 or later
  • UCS Proxy 8.5.100.04 or later
  • Classification Server 8.5.200.05 or later
  • If a previous version of eServices Manager Plug-in for GAX was installed on the current host, uninstall that version.
Important
One UCS instance can support multiple tenants in eServices Manager, and each tenant's data for standard responses and screening rules are stored separately from other tenants. The graphic below shows two tenants (Environment and Tenant_extra) using one UCS instance (ContactServer_852_2). The Environment tenant has data that is not accessible in the Tenant_extra tenant.
ES ESM853 MultiUCS1.png

The following exceptions apply:

  • Field codes and custom variables are the same for all languages and tenants in the same environment.
  • Names of root categories must be unique for all languages in a single tenant.

Creating a zip file

  1. Create a temporary folder on your desktop.
  2. Copy the IP folder from the original location (typically, the product CD) into the temporary folder.
  3. Copy the templates folder from the original location into the temporary folder.
  4. Zip the contents of the temporary folder. Ensure the folders ip and templates are in the root directory of the zipped file.

Alternatively, contact Genesys Customer Care to obtain the required Zip file containing the installation package and associated templates.

Installing with the GAX Installation Wizard

  1. Add the following option to the Application Options tab of the Genesys Administrator Extension (GAX) Application object:
    • Section name: asd
    • Option name: plugin_ip_list
    • Option value: eSMngrPlgnAdm64 (Windows host) or eSMngrPlgnAdm (Linux host)
    Tip
    This option is also used by Privacy Manager Plug-in for GAX and Content Analyzer Plug-in for GAX. If you are running both Privacy Manager and Content Analyzer with eServices Manager, the value can be a comma-separated list; for example, eSMngrPlgnAdm,PrivacyMng,CntAnlzPlgnAdm
  2. Restart GAX.
  3. Upload the eServices Manager installation package (IP). If you previously uploaded the IP, you must do so again now.
  4. Carry out the plug-in installation process.
  5. Restart GAX.

Configuring the application

  1. Create an Application for eServices Manager with the type Application Cluster.
  2. Add tenants to the eServices Manager Application.
  3. Specify the Host and Port. The Application Cluster application object and the GAX application must be configured with the same host in order to enable mutual TLS connections.
  4. Connect the eServices Manager Application to UCS and Classification Server.
  5. Configure these connections: TLS, ADDP, and so on.
  6. Navigate to the GAX Application and specify the eServices Manager Application name as the value of the app-name option in the [gax-km] section.
  7. Specify where you want eServices Manager to create its temporary files as the value of the file-storage-path option in the [gax-km] section. Make sure that eServices Manager has permissions to write into that directory.
  8. If you need multi-language support, set the UTF-8 JVM parameter for all Java components (UCS, GAX Server, Browser) in the corresponding .ini file (or .bat file if you start the component from command line):
    ini file: [JavaArgs] -Dfile.encoding=UTF-8 ...
    bat file: set JAVA_OPTS=%JAVA_OPTS% -Dfile.encoding=UTF-8 ...
  9. Restart GAX.
Tip
On multi-language support: In the GAX User Preference window (under the Preferences menu), Use system settings refers to using the settings in the System Preferences window. It does not refer to the Region and Language setting of the host machine.


If Use system settings is selected in the Language field of GAX's Locale User Preferences, it refers to the language that is selected in the Language field of System Preferences. Note that if you want to have any language other than English available in these fields, you must install the relevant language pack plug-in.

Configuring structured messages

The following steps describe how to configure structured messages using Configuration Manager. If preferred, you can use Genesys Administrator or Genesys Administrator Extension.

First, ensure you have selected the correct tenant that you want to use for structured messages.

Create the following business attribute:

  • Name: MediaOrigin
  • Display Name: Media Origin
  • Type: Custom

Refer to the following sections for channel-specific configuration:

Apple Business Chat

  1. In the MediaOrigin business attribute, create the following business attribute values:
    • Name—applebc-session
    • Display Name—Enter a display name.
  2. For applebc-session:
    1. In the Annex tab, create a section named rich-media-types.
    2. Create the following options:
      • Apple Pay
      • Custom Extension
      • Time Picker
      • List Picker
      • Rich Link
    Do not provide a value for any option.

Facebook Messenger

  1. In the MediaOrigin business attribute, create the following business attribute values:
    • Name—facebook-messenger
    • Display Name—Enter a display name.
  2. For facebook-messenger:
    1. In the Annex tab, create a section named rich-media-types.
    2. Create the following options and values:
      • Button=button
      • Generic=generic
      • List=list
      • Media=media
      • Open Graph=open_graph

WhatsApp

  1. In the MediaOrigin business attribute, create the following business attribute values:
    • Name—genesys-chat
    • Display Name—Enter a display name.
  2. For genesys-chat:
    1. In the Annex tab, create a section named rich-media-types.
    2. Create the following option and value:
      • Notification=Notification

Role-Based Access

To grant a user access to the GAX menu and eServices Manager Plug-in for GAX, assign the following privileges to the users in GAX:

  • COM/Access Configmanager
  • eservices-manager/Genesys eServices Manager Plug-in for GAX Access

You can also assign the following eservices-manager role privileges to users:

Type Privilege name Prerequisite
Standard response View Standard Response
Create Standard Response View Standard Response
Modify Standard Response View Standard Response
Delete Standard Response View Standard Response
Approve Standard Response Modify Standard Response
Category Create Category
Modify Categories
Delete Categories
Screening rule Create Screening Rule
Modify Screening Rule
Delete Screening Rule
Field code Create Field Code
Modify Field Code
Delete Field Code
Import/Export Import Knowledge Management Objects
  • Create Standard Response
  • Modify Standard Response
  • Create Category
  • Modify Categories
  • Create Screening Rule
  • Modify Screening Rule
  • Create Field Code
  • Modify Field Code
Export Knowledge Management Objects View Standard Response
Important
  • Custom variables share the same set of privileges with field codes. This means that:
    • Create Field Code is required to create a custom variable.
    • Modify Field Code is required to modify a custom variable.
    • Delete Field Code is required to delete a custom variable.
  • Test messages share the same set of privileges with screening rules. This means that:
    • Create Screening Rule is required to create a new test message.
    • Modify Screening Rule is required to modify a test message.
    • Delete Screening Rule is required to delete a test message.
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