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Reporting And Analytics Aggregates

Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serves as the primary source of data for the Genesys CX Insights (GCXI) historical reports. RAA is required for Genesys CX Insights, and was required for the now-deprecated GI2.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Local Control Agent

Also known as LCA. A daemon component of the Management Layer that controls all daemon applications that are running within Genesys Framework. A Genesys-supplied software module that is loaded to each server platform that hosts one or more Genesys server modules. The purpose of LCA is to monitor the operating status of all locally running Genesys software modules, report errors, and restart modules if they stop operating.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Solution Control Interface

Also known as SCI. A Genesys Framework component that is used to administer Genesys solutions—for example, to start or stop the solution, view logs, configure event-triggered alarms, and provide real-time status information for all Genesys applications.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Preparing and Installing the Genesys Info Mart Server

This page provides detailed instructions for setting up the Genesys Info Mart Server host and installing the Genesys Info Mart Server application.

Preparing the Genesys Info Mart Server host

Review the Before You Proceed information and the high-level task summary on Installing Genesys Info Mart. Then:

  • If you want to use SCI to control the operation of the Genesys Info Mart Server, install, or verify the installation of, LCA. For more information, see Installing LCA.
  • Install the Java Development Kit (JDK) or Server Java Runtime Environment (JRE) and modify, or verify the content of, the PATH and the JAVA_HOME environment variables. For more information, see Installing Java.
  • Install, or verify the installation of, a Java Database Connectivity (JDBC) driver for each RDBMS that Genesys Info Mart Server will access (Microsoft SQL Server, Oracle, or PostgreSQL). Modify, or verify the content of, the CLASSPATH environment variable. For more information, see Installing JDBC Drivers.

Installing LCA

If you plan to monitor or control Genesys Info Mart through the Management Layer, you must also configure and install Management Layer components — in particular, LCA.

To monitor the status of Genesys Info Mart components through the Management Layer, you must load an LCA instance on every host that is running Info Mart instances. Without LCA, the Management Layer cannot monitor the status of components.

If you do not use the Management Layer, you do not need LCA.

You will need a Genesys Management Framework product CD in order to install the components of the Management Layer. For more information about these Framework components, including deployment instructions, see the Management Framework Deployment Guide and the Framework Management Layer User’s Guide for your release.

Installing Java

Install the JDK or Server JRE on the Genesys Info Mart Server host, according to instructions in the Java documentation. For the Java versions that Genesys Info Mart supports, see the Genesys Supported Operating Environment Reference Guide.

Then modify the PATH and the JAVA_HOME environment variables:

  • For Java on Windows:
    • If you plan to use SCI to start and stop Genesys Info Mart Server, you must modify the PATH and the JAVA_HOME environment variables for either the system account or the user account under which you plan to start the LCA service.
    • If you plan to run the Genesys Info Server as a Windows service, you must modify the PATH and the JAVA_HOME environment variables for either the system account or the user account under which you plan to start the Genesys Info Mart Server Windows service.
    To modify the PATH environment variable, add <java-install-dir>\bin to the path (where <java-install-dir> is the path where you installed the JDK or Server JRE), so that it appears earlier in the path than any other reference to Java.
    For the JAVA_HOME environment variable, specify <java-install-dir>.
  • For Java on UNIX:
    • If you plan to use LCA to start and stop Genesys Info Mart Server, you must modify the PATH and the JAVA_HOME environment variables for the user account under which you plan to start the LCA service.
    • If you will not use LCA, you must modify the PATH and the JAVA_HOME environment variables for the user account under which you plan to start Genesys Info Mart Server.
    To modify the PATH environment variable, add <java-install-dir>/bin to the path (where <java-install-dir> is the path where you installed the JDK or Server JRE), so that it appears earlier in the path than any other reference to Java.
    For the JAVA_HOME environment variable, specify <java-install-dir>.

Installing JDBC Drivers

JDBC Driver for Microsoft SQL Server

The Microsoft SQL Server Client is not shipped with a JDBC driver. Therefore, you must download and install the driver separately. The required driver is available from the Microsoft Download Center website by searching for “JDBC Driver.” Genesys Info Mart requires JDBC Driver 4.1 or higher.

Install the driver by following the installation instructions that are supplied with it. The name of the .jar file that contains the driver varies by version (for example, sqljdbc41.jar or mssql-jdbc-6.2.2.jre8.jar). Genesys recommends that you use an up-to-date version of the JDBC driver that is compatible with the SQL Server version you use (see Microsoft JDBC Driver for SQL Server Support Matrix).

After the installation, you must update the CLASSPATH environment variable to include the path to this .jar file. Add the following to the CLASSPATH environment variable: 

<MSSQL-jdbc-driver-dir>\<jar>

where <MSSQL-jdbc-driver-dir> is the path where you installed the Microsoft SQL Server JDBC driver and <jar> is the name of the .jar file for the version. Do not include multiple versions of the same driver in the class path. If your deployment includes Reporting and Analytic Aggregates (RAA), see also JDBC Driver for RAA, below.

JDBC Driver for Oracle

You must use Oracle Thin Driver version 11.2.0.1.0 or higher, regardless of the Oracle RDBMS version that you are using. The required Type 4 JDBC thin client driver ships with the Oracle client, or you can download it from the Oracle website.

Install the driver by following the installation instructions that are supplied with it. The class name of the driver that Genesys Info Mart uses for Oracle is oracle.jdbc.driver.OracleDriver. This class is from the ojdbc<java-version>.jar file (for example, ojdbc6.jar).

You must also modify your CLASSPATH environment variable, so that Genesys Info Mart can locate the JDBC driver. The specific CLASSPATH environment variable that you modify depends on the operating system and user account under which the Genesys Info Mart Server runs. Do not include multiple versions of the same driver in the class path.

  • On Windows:
    • If you plan to use SCI to start and stop Genesys Info Mart Server, you must modify the CLASSPATH environment variable for either the system account or the user account under which you plan to start the LCA service.
    • If you plan to run Genesys Info Mart Server as a Windows service, you must modify the CLASSPATH environment variable for either the system account or the user account under which you plan to start the Genesys Info Mart Server Windows service.
    Add the following to the CLASSPATH environment variable:
    <Oracle-jdbc-driver-dir>\<jar>
    where <Oracle-jdbc-driver-dir> is the path where you installed the Oracle JDBC driver and <jar> is the name of the .jar file for the version.
  • On UNIX:
    • If you plan to use SCI to start and stop Genesys Info Mart Server, you must modify the CLASSPATH environment variable for the user account under which you plan to start LCA.
    • If you will not use SCI, you must modify the CLASSPATH environment variable for the user account under which you plan to start Genesys Info Mart Server.
    Add the following to the CLASSPATH environment variable:
    <Oracle-jdbc-driver-dir>/<jar>
    where <Oracle-jdbc-driver-dir> is the path where you installed the Oracle JDBC driver and <jar> is the name of the .jar file for the version.

If your deployment includes RAA, see also JDBC Driver for RAA, below.

JDBC Driver for PostgreSQL

You must download and install the JDBC driver. The required driver is available from the PostgreSQL website by searching for “JDBC Driver.” At a minimum, Genesys Info Mart requires JDBC4.1 PostgreSQL Driver Version 9.4.1211.

Install the driver by following the installation instructions that are supplied with it. The name of the .jar file that contains the driver varies by version. For example, the minimum supported version is named postgresql-9.4.1211.jre7.jar. After the installation, you must update the CLASSPATH environment variable to include this .jar file.

Add the following to the CLASSPATH environment variable: 

<PostgreSQL-jdbc-driver-dir>\<jar>

where <PostgreSQL-jdbc-driver-dir> is the path where you installed the PostgreSQL JDBC driver and <jar> is the name of the .jar file for the version. Do not include multiple versions of the same driver in the class path. If your deployment includes RAA, see also JDBC Driver for RAA, below.

JDBC Driver for RAA

The RAA installation package (IP) includes a default JDBC driver for each RDBMS in the agg\lib subdirectory of the RAA installation directory. It is important to ensure that RAA is configured to use the same JDBC driver version as Genesys Info Mart. Otherwise, because of the order in which the class path is set in the gim_etl_paths startup file, Genesys Info Mart will use the default JDBC driver RAA provides, instead of the .jar file specified in the CLASSPATH environment variable.

Starting with RAA release 8.5.006, RAA enables you to use symbolic links to maintain consistency between the JDBC driver versions for Genesys Info Mart and RAA. For full information, see Writer's note: TBD where the link will finally point to. For review purposes, the new linked-to content follows on this page.

If your deployment includes RAA releases earlier than 8.5.006 and you want Genesys Info Mart to use a JDBC driver version that is later than the version provided in the RAA IP, contact Genesys Customer Care for information about how you can enforce use of the desired version.

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Options for placement:

Procedure: Configuring the JDBC Driver for RAA

Purpose: To create a symbolic link to supersede the default JDBC driver configuration in RAA, to ensure consistency with Genesys Info Mart JDBC driver requirements.

The procedure creates a symbolic link in the RAA installation directory pointing to the desired .jar file you installed for Genesys Info Mart in the JDBC installation directory. The name of the symbolic link must be the path to the applicable library in the installation directory, with the path ending in one of the following RDBMS-specific symbolic link identifiers:

  • jdbc_driver_mssql
  • jdbc_driver_oracle
  • jdbc_driver_postgre

For details about the applicable library path, see step 2, below.

Perform this procedure after you first install RAA and every time the JDBC driver version for Genesys Info Mart is subsequently changed. You must also partially repeat this procedure after RAA migration, to re-create the symbolic link in the applicable library.

Prerequisites

Steps

  1. Verify that a symbolic link with the link name specified in step 2 does not already exist in the agg\lib directory. If necessary, delete existing symbolic links.
  2. Create a symbolic link (symlink) to the .jar file installed for Genesys Info Mart use in the JDBC installation directory.
     
    On Windows
    In a command window, execute the following command:
    mklink C:\<gim_etl-installation-path>\agg\lib\jdbc_driver_<RDBMS> C:\<jdbc-driver-dir>\<jar>
    where:
    • <gim_etl-installation-path> is the fully qualified path to the directory that contains the lib, resources, and sql_scripts subdirectories from the Genesys Info Mart IP and the agg subdirectory from the RAA IP. The path must include the applicable SystemDrive or HomeDrive designations.
    • jdbc_driver_<RDBMS> is the RDBMS-specific identifier for the link, as described above.
    • <jdbc-driver-dir> is the fully qualified path where you installed the JDBC driver for Genesys Info Mart. The path must include the applicable SystemDrive or HomeDrive designations.
    • <jar> is the name of the .jar file for the driver version you installed for Genesys Info Mart.
    Windows Example
    After the following command is executed:
    C:\>mklink C:\Genesys\gcti\GIM\agg\lib\jdbc_driver_mssql C:\Genesys\JDBC\mssql-jdbc-6.2.2.jre8.jar
    the C:\Genesys\gcti\GIM\agg\lib directory will include a symlink named jdbc_driver_mssql pointing to mssql-jdbc-6.2.2.jre8.jar in the C:\Genesys\JDBC directory.
     
    On UNIX
    In a command window, execute the following command:
    ln -s /<jdbc-driver-dir>/<jar>  /<gim_etl-installation-path>/agg/lib/jdbc_driver_<RDBMS>
    where:
    • <jdbc-driver-dir> is the fully qualified path where you installed the JDBC driver for Genesys Info Mart. The path must include the root directory.
    • <jar> is the name of the .jar file for the driver version you installed for Genesys Info Mart.
    • <gim_etl-installation-path> is the fully qualified path to the directory that contains the lib, resources, and sql_scripts subdirectories from the Genesys Info Mart IP and the agg subdirectory from the RAA IP. The path must include the root directory.
    • jdbc_driver_<RDBMS> is the RDBMS-specific identifier for the link, as described above.
    UNIX Example
    After the following command is executed:
    $ ln -s /genesys/jdbc/ojdbc7-12.1.0.2.0.jar  /genesys/gim/agg/lib/jdbc_driver_oracle
    the /genesys/gim/agg/lib directory will include a symlink named jdbc_driver_oracle pointing to ojdbc7-12.1.0.2.0.jar in the /genesys/jdbc directory.
  3. Confirm that the JDBC driver version (in other words, the name of the .jar file) specified in the CLASSPATH matches the version you specified when you created the symbolic link.
  4. Start or restart LCA (if applicable), the Genesys Info Mart application, and the aggregation process. If you are upgrading the JDBC driver during runtime, suspend the ETL and aggregation schedules and ensure that all currently running jobs have completed before you initiate the switchover to the new environment settings.

Next Steps

After the next run of the aggregation job, check the gim_etl.log to verify that the correct JDBC driver version is being used.

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Installing the Genesys Info Mart Application

You can install the Genesys Info Mart application on either a Windows or a UNIX operating system.

Installing the Genesys Info Mart application (Windows)

When you install Genesys Info Mart on a Windows operating system, Genesys Info Mart is also installed as a Windows service with a startup type of Automatic. This means that if the host machine is restarted, the Windows service will start Genesys Info Mart automatically.

The following procedure provides step-by-step instructions for installing Genesys Info Mart. You can install more than one Genesys Info Mart application that you have configured in the configuration interface you use.

Procedure: Installing the Genesys Info Mart application on Windows

Prerequisites

Steps

  1. Insert the Genesys Info Mart CD into the CD-ROM drive of the machine on which you want to install Genesys Info Mart.
  2. Navigate to, and open, the genesys-info-mart\windows directory.
  3. Double-click the setup.exe file, and then follow the directions in the installation wizard.
    Warning
    If you are installing on a 64-bit operating system, Genesys recommends that you specify an installation folder under /gcti/gim_etl/. There must not be any parentheses in the path name. For example, if you specify an installation folder under /Program Files (x86)/, the installation will fail.
    If you want to enable client-side port definition for the initial connection to Configuration Server, specify the required parameters on the Client Side Port Configuration page in the wizard. For more information, see the instructions on Client-Side Port Definition in the Genesys Security Deployment Guide for your release.
Tip
The following error message might appear. If it does, you should ignore it:
Unable to find configuration information. Either you have not used configuration wizards and the GCTISetup.ini file was not created or the file is corrupted.

Next Steps

Installing the Genesys Info Mart application (UNIX)

The following procedure provides step-by-step instructions for installing Genesys Info Mart. You can install more than one Genesys Info Mart application that you have configured in the configuration interface you use.

Procedure: Installing the Genesys Info Mart application on UNIX

Prerequisites

Steps

  1. Insert the Genesys Info Mart CD into the CD-ROM drive of the machine on which you want to install Genesys Info Mart.
  2. Locate the correct installation directory for your platform — for example, genesys_info_mart/gim_etl/solaris.
  3. Save the contents of this directory to a local folder.
  4. Locate and run the install.sh shell script. Enter requested information when you are prompted to do so.
    If you want to enable client-side port definition for the initial connection to Configuration Server, specify the required parameters when you get the Client Side Port Configuration prompt in the wizard. For more information, see the instructions on Client-Side Port Definition in the Genesys Security Deployment Guide for your release.

Next Steps

Verifying Host Requirements

As described in Preparing the Genesys Info Mart Server Host, Genesys Info Mart has specific requirements for supporting system software components and operational parameters, such as JDBC drivers and environment variables. This section describes important system information that you cannot verify or modify before installation.

gim_etl_paths.bat File

After the installation, verify that the path in the gim_etl_paths.bat file correctly points to the Java executable. For example:

set JAVACMD=java.exe

Update the path in the gim_etl_paths.bat file, if necessary.

For related information about modifying the PATH and JAVA_HOME environment variables, see Installing Java.

Modifying the Configuration Checkup Properties File

On startup, or whenever the configuration of the Genesys Info Mart application changes, the Genesys Info Mart Server automatically performs a configuration check, which includes can include verification that the correct JDBC driver version is available installed JDBC driver version matches or exceeds a specified minimum version. If the available version is not as specified in a properties file (gim_cfg_checkup.properties), the configuration check logs an error, and the Genesys Info Mart Server will not run any jobs until the error has been fixed. If no version for the particular RDBMS is specified in the properties file, the configuration check effectively skips this check.

By default, the properties file specifies the required minimum version of Oracle Thin Driver (oracle.jdbc.driver.OracleDriver=11.2.0.1.0). For later Oracle versions, for Microsoft SQL Server deployments, or for PostgreSQL, you must Genesys recommends that you modify the properties file to specify the installed version of the driver for Genesys Info Mart to use. After installation, the gim_cfg_checkup.properties file is available in the resources subfolder in the Genesys Info Mart installation folder.

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