Performance Management Advisors 8.1 Deployment Guide

424 Pages·2013·6.79 MB·English

by  Genesys Technical Publications

Performance Management Advisors 8.1
Deployment Guide
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without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2011–2013 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys is the world's leading provider of customer service and contact center software—with more than 4,000
customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience,
Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to
effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every
day, maximizing the value of customer engagement and differentiating the experience by driving personalization and
multi-channel customer service—and extending customer service across the enterprise to optimize processes and the
performance of customer-facing employees. Go to www.genesyslab.com for more information.
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Notice
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Changes and/or corrections to the information contained in this document may be incorporated in future versions.
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Document Version: 81pma_dep_10-2013_v8.1.502.00
Table of Contents
List of
Procedures .................................................................................................................11
Preface ................................................................................................................. 15
About Advisors........................................................................................15
Intended Audience...................................................................................16
Making Comments on This Document....................................................16
Contacting Genesys Customer Care.......................................................17
Document Change History......................................................................17
Release 8.1.502.00.............................................................................17
Release 8.1.501.00.............................................................................18
Release 8.1.403.00.............................................................................20
Release 8.1.402.00.............................................................................21
Release 8.1.401.00.............................................................................22
Release 8.1.301.00.............................................................................22
Release 8.1.201.00.............................................................................23
Release 8.1.101.00.............................................................................23
Chapter 1 Deployment Overview.......................................................................... 25
Deployment Prerequisites.......................................................................25
Deployment Process Overview...............................................................27
Software Distribution Contents................................................................30
Deployment Notes...................................................................................44
Creating the Advisors User Account in Configuration Server..................45
CCAdv/WA Modes...................................................................................47
Integrated CCAdv/WA Configuration Mode........................................48
Independent CCAdv/WA Configuration Mode....................................49
CCAdv Dashboard Display.................................................................50
Data Manager..........................................................................................50
Data Migration....................................................................................51
Installation and Configuration.............................................................51
Account Permissions for Data Manager.............................................52
Configuration in Advisors Administration Module...............................52
Configuration Server Integration.........................................................53
Deployment Guide 3
Table of Contents
Frontline Advisor Base Object Configuration......................................59
Load Balancing...................................................................................60
Troubleshooting Data Manager in Release 8.1.5 and later................61
Configuring Virtual Queues for Voice and Non-Voice
Statistics Requests..................................................................................62
Configuring Queue Type.....................................................................62
Establishing a TLS Connection to Genesys Configuration Server..........64
Advisors Configuration Properties Files for TLS.................................64
Supported TLS Port Mode..................................................................65
Supported TLS Providers...................................................................65
TLS Properties File.............................................................................65
Troubleshooting the TLS Connection.................................................66
Scaling the System to Increase Capacity................................................66
Advisors Cluster Information...................................................................69
Encryption for AGA Metrics Database Data (Oracle)..............................69
Providing a User Interface for Users with Visual Impairment..................70
Contact Center Advisor Mobile Edition....................................................70
Role-Based Access Control for Mobile Devices.................................71
Mobile Edition Privileges.....................................................................72
Part 1 Creating the Databases.............................................. 75
Chapter 2 Creating a SQL Server Database........................................................ 77
Creating a SQL Server Database............................................................77
Assigning Additional User Permissions..............................................90
Database Migration Scripts.....................................................................90
Chapter 3 Creating an Oracle 11g Database....................................................... 93
Creating an Oracle Database..................................................................93
Chapter 4 Oracle 11g: Configuring Metrics Data Sources............................... 101
Connectivity to AGA Metrics Schema when it is on the
Same Oracle Instance as the Platform Schema....................................101
Connectivity to AGA Metrics Schema when it is on a
Different Oracle Instance than the Platform Schema............................104
Connectivity to Cisco ICM Data Source from Platform Database
on Oracle Instance................................................................................105
Chapter 5 Database Secure Deployment........................................................... 109
Secure Deployment for Oracle 11g.......................................................109
4 Performance Management Advisors 8.1
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List of Function-Based Indexes.........................................................111
Secure Deployment for MS SQL Server 2008.......................................112
Part 2 Deploying Advisor Components ............................. 115
Chapter 6 Deploying Advisors Platform............................................................ 117
Deploying Advisors Platform.................................................................117
User Authentication..........................................................................118
Installation Process...........................................................................119
Deploying Platform...........................................................................119
Troubleshooting Installation Errors........................................................137
Changing Memory Allocations...............................................................139
Changing the Members of an Advisors Cluster.....................................140
Configuring the Logs of Administrative Actions.....................................141
Modules for which Actions are Logged.............................................141
Modules for which Actions are Not Logged......................................141
Actions Not Logged by This Functionality.........................................142
Information Logged...........................................................................142
Configuring the Audit Logs...............................................................142
Changing a Data Source Configuration after Installation......................143
Changing the Mail Server Configuration After Server Installation.........144
Changing Encrypted Passwords After Installation.................................145
Adding a Text Message on the Login Page...........................................145
Customizing the Logo and Colors in the Advisors Browser...................146
Deploying and Configuring Apache.......................................................147
Configuring Apache to Support HTTPS............................................149
Latency Getting to the Login page.........................................................151
Chapter 7 Deploying Genesys Adapter.............................................................. 153
Prerequisites..........................................................................................153
Installation Overview.............................................................................154
Dependencies and Notes.................................................................154
Support for LoggedIn Scripts............................................................156
Deploying Genesys Adapter Manually .................................................157
Recreating the AGA metrics schema for Release 8.1.5........................158
Changing Memory Allocations...............................................................159
Deploying the Adapter Core Service Component..................................160
Operation of Stat Server Redundant Pairs.......................................199
Stat Server Statistics Load Balancing...............................................199
Notes on Genesys Adapter Configuration Parameters.....................201
Notes on Stat Server Configuration Settings....................................205
Deployment Guide 5
Table of Contents
Disabling Agent-Level Monitoring.....................................................206
Deploying the SDS Service...................................................................208
Deploying Resource Management Console..........................................217
Deploying Multiple Instances of the Genesys Adapter Core Service....222
Installation Notes..............................................................................222
Updating AGA Properties in the Database............................................223
Adding Additional Stat Servers After Installation...................................224
Troubleshooting Installation Errors........................................................226
Chapter 8 Deploying Cisco Adapter................................................................... 227
Prerequisites..........................................................................................227
Installation Summary........................................................................228
Installation Contents.........................................................................228
Deploying the Cisco Adapter.................................................................229
Deploying Multiple Instances of the Cisco Adapter on
a Single Server......................................................................................243
Troubleshooting Installation Errors........................................................245
Chapter 9 Deploying Contact Center Advisor and Workforce Advisor.......... 247
Deployment Notes.................................................................................248
Prerequisites..........................................................................................248
Deploying CCAdv/WA Modules – 8.1.5.................................................248
Deploying CCAdv/WA Modules – 8.1.2 to 8.1.4....................................272
Deploying CCAdv XML Generator Service – 8.1.2 to 8.1.4..............286
Workforce Advisor Option – 8.1.2 to 8.1.4........................................290
Configuring Metric Graphing Properties................................................296
Deploying the XML Generator as a Service..........................................301
Stopping and Starting XML Generator and CCAdv Web Service..........302
Modifying the XMLGen Configuration....................................................303
Modifying XML Generator Email Notifications about
Logged Errors...................................................................................304
Changing the XML Generator Connection........................................305
Configuring Forecast Metric Graph Shapes..........................................305
Notes for the Data Source Database Name..........................................306
JDBC Data Source Error Logging in XML Generator............................306
Custom Time Zones..............................................................................307
Changing the Time Period of Agent Groups Metrics from
Now to 30 Mins after Installation...........................................................308
Deploying the Genesys Advisors Browser............................................309
Uninstalling the Genesys Advisors Browser.....................................311
Enabling the Browser Login Using HTTPS.......................................311
6 Performance Management Advisors 8.1
Table of Contents
Formatting Alert Messages Sent by Advisors........................................312
Language Order in Templates..........................................................317
Testing E-mail Sent by XML Generator ............................................317
Disabling CCAdv Features....................................................................317
Importing Contact Groups into Advisors................................................318
Files for Contact Groups...................................................................318
Sending IEX TotalView files to WA using an FTP server..................319
Contact Group Synchronization Log.................................................320
File Names for Contact Groups........................................................321
Contact Group File Header...............................................................324
How WA Distributes Metrics from eWFM..........................................325
Importing Contact Groups with Fifteen Minute Forecasts into WA...325
WFM Systems Metrics Correspondences ........................................327
Troubleshooting Installation Errors........................................................328
Chapter 10 Deploying Frontline Advisor............................................................. 331
Prerequisites..........................................................................................331
Installation Overview.............................................................................332
Installation Contents.........................................................................332
FA Hierarchy and Configuration Server............................................333
Deploying Frontline Advisor...................................................................334
Troubleshooting Installation Errors........................................................347
Starting the Frontline Advisor Service...................................................348
Verifying Server Connections................................................................348
Verifying the Frontline Advisor Server Connection...........................348
Verifying Apache Routing.................................................................348
Verifying the Genesys Advisor Browser Connection ........................349
Integrating External Links.................................................................349
Changing the Values at the Enterprise Node....................................350
Configuring the Reason Code Statistic Key..........................................350
Enabling and Editing Filtered Metrics....................................................350
FA Message Listening Port....................................................................354
Chapter 11 Bulk Configuration............................................................................. 355
Before you Begin...................................................................................355
Bulk Configuration of CCAdv/WA in Integrated Mode...........................356
Database Structures, Scripts, and Procedures.................................357
Prerequisites and Preparations........................................................360
Bulk Configuration of CCAdv/WA in Integrated
Configuration Mode..........................................................................360
Data Preparation...............................................................................364
Loading Data from Spreadsheets into Temporary
Deployment Guide 7
Table of Contents
Database Structures.........................................................................366
Bulk Configuration Validation and Logs............................................368
Exporting CCAdv/WA Configuration.................................................369
Bulk Configuration of CCAdv in Independent Configuration Mode........370
Database Structures, Scripts, and Procedures.................................370
Prerequisites and Preparations........................................................371
Bulk Configuration of CCAdv in Independent
Configuration Mode..........................................................................372
Data Preparation for Application names, Application
Display names, and Aggregated Object Names...............................376
Loading Data from Spreadsheets into Temporary
Database Structures.........................................................................378
Bulk Configuration Validation and Logs............................................380
Exporting CCAdv Configuration........................................................381
Bulk Configuration of Workforce Advisor in Independent
Configuration Mode...............................................................................381
Database Structures, Scripts, and Procedures.................................382
Prerequisites and Preparations........................................................383
Bulk Configuration of Contact Groups in WA independent
Configuration Mode..........................................................................384
Data Preparation for Contact Group Names, Contact Group
Display Names and Aggregated Object Names...............................387
Loading Data from Spreadsheets into Temporary
Database Structures.........................................................................391
Bulk Configuration Validation and Logs............................................392
Chapter 12 Migration Utilities............................................................................... 395
Running the User Migration Utility.........................................................395
Running the Advisors Object Migration Wizard.....................................397
Migration Paths.................................................................................397
Using the Object Migration Wizard to migrate AGA Configuration...405
Chapter 13 Deployment Generics......................................................................... 411
Automated Installation Options..............................................................411
Specifying Input Properties...............................................................411
Performing a Semi-Silent Installation................................................412
Performing a Silent Installation.........................................................412
Advisor Component Names..............................................................413
Installing Services under Windows 2008 Server...................................414
Adjusting the Log File Roll and Retention Settings...............................414
8 Performance Management Advisors 8.1
Table of Contents
Supplements Related Documentation Resources...................................................417
Document Conventions......................................................................420
Index ............................................................................................................... 423
Deployment Guide 9
Table of Contents
10 Performance Management Advisors 8.1