Performance Management Advisors Deployment Guide

305 Pages·2012·2.02 MB·English

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Performance Management Advisors
Deployment Guide
Pulse Advisors 8.5.0
1/6/2022
Table of Contents
Genesys Performance Management Advisors Deployment Guide 5
Planning 6
Deployment Summary 8
Prerequisites 10
Additional Resources 48
Create the Advisors Databases 49
Creating a SQL Server Database 51
Creating an Oracle 11g Database 61
Configure Oracle 11g Metrics Data Sources 67
Database Secure Deployment 71
Create the Advisors User Account 74
Create the Data Manager Base Object Configuration User 80
Deploying Advisors 82
Deploying Advisors Platform 83
Deploying Genesys Adapter 97
Deploying Cisco Adapter 115
Deploying CCAdv and WA 124
Work with XML Generator 134
Upgrade CCAdv-ME 138
Deploy Smartphone Client Applications 139
Deploying FA 140
Deploying SDS and RMC 146
Automated Installation Options 154
Post Installation Configuration 157
General 158
High Availability for Performance Management Advisors 159
Change Memory Allocation 163
Change Encrypted Passwords 165
Customize the Advisors Interface 166
Correct Login Page Latency 167
Deploy and Configure Apache 168
Change a JDBC Data Source Configuration 172
Schedule Periodic Statistics Reissue 174
Adjust the Log File Roll and Retention Settings 175
Advisors Platform 178
Change Advisors Cluster Membership 179
Configure Administrative Actions Logs 180
Change the Mail Server Configuration 182
Advisors Genesys Adapter 183
Operation of Stat Server Redundant Pairs 184
Stat Server Load Balancing 185
Re-distribute Stats Load when Adapters are Added 186
AGA Configuration Parameters 187
Stat Server Configuration Parameters 191
Update AGA Properties in the Database 192
Manage Restart of Multiple Adapters with Single Metrics Database 193
CCAdv and WA 194
Enable and Disable Agent-level Monitoring 195
Configure Metric Graphing Properties 197
Configuring Forecast Metric Graph Shapes 200
Work with Data Source Database Names 201
JDBC Data Source Error Logging in XML Generator 202
Custom Time Zones 203
Change the Time Profile of Agent Groups Metrics from 5 Minute Sliding to 30 Minute
Growing 204
Format Alert Messages sent by Advisors 205
Importing Contact Groups into Advisors 210
Bulk Configuration Overview 220
CCAdv/WA Bulk Configuration – Integrated Mode 221
CCAdv Bulk Configuration – Independent Mode 232
WA Bulk Configuration – Independent Mode 241
FA and AA 252
Verify Server Connections 253
Configure the Reason Code Statistic Key 254
Enabling and Editing Filtered Metrics 255
Features Overview 260
Discontinuation of the Advisors Browser 261
Multiple Advisors Deployments on One System 262
Advisors Platform and the Backup Configuration Server 265
Data Manager 266
Adapter Stat Server Configuration 276
Establishing a TLS Connection to Genesys Configuration Server 277
Scaling the System to Increase Capacity 281
Advisors Cluster Information 283
Encryption for AGA Metrics Database Data (Oracle) 284
LoggedIn Scripts 285
FA Message Listening Port 286
Providing a User Interface for Users with Visual Impairment 287
Contact Center Advisor Mobile Edition 288
Advisors Software Distribution Contents 293
Migration Utilities 305
User Migration Utility 306
Object Migration Utility 307
Genesys Performance Management Advisors Deployment Guide
Genesys Performance Management
Advisors Deployment Guide
Welcome to the Genesys Performance Management Advisors Deployment Guide. This document
describes how to deploy all Advisors components for a full implementation.
This document is primarily intended for system implementers and system administrators. It has been
written with the assumption that you have a basic understanding of:
• computer-telephony integration (CTI) concepts, processes, terminology, and applications
• network design and operation
• your own network configurations
Performance Management Advisors Deployment Guide 5
Planning
Planning
This page contains information to help you prepare to deploy Genesys Performance Management
Advisors. Also, before you deploy Advisors, ensure you read the Prerequisites topic. It provides
information to help you prepare for your deployment.
General Information about Advisors
Starting in release 8.5.0, the Advisors dashboards are accessed using a commercial browser, such as
Mozilla Firefox. Advisors 8.5.x is incompatible with the old Advisors browser.
The installation process has several distinct sections to accommodate different stages of system
preparation. If some or all of the infrastructure software systems are already installed, various steps
can be bypassed. It is important to get specific information about the location of these components
from the original installer or the package manager.
You cannot mix database types within an Advisors installation. Each installation must be either wholly
MSSQL or wholly Oracle.
Advisors requires the Genesys Configuration Server to be present, along with all its supporting
components.
Starting in release 8.5.0, you must deploy the Contact Center Advisor application (including XML
Generator) and configure one or more Genesys metric data sources to use the Genesys Base Object
Configuration page in the Administration module. Data manager requests no statistics for pre-
configured objects until the CCAdv module, XML Generator, and Genesys metric data sources are
deployed and working.
About Advisors Applications
The following Table shows the dependencies amongst Advisors components. For each Advisors
product in the Application column, the Table identifies any additional Advisor component that must be
installed with it. See also Prerequisites for detailed information, as well as information about
databases required for each component.
Requires these Components
Requires these Components
Application within the Same Advisors
on the Same System
Deployment
Advisors Genesys Adapter or
Frontline Advisor Advisors Platform
Advisors Cisco Adapter
Advisors Genesys Adapter in a
Contact Center Advisor Advisors Platform
Genesys environment
Workforce Advisor Advisors Platform Contact Center Advisor
Performance Management Advisors Deployment Guide 6
Planning
Requires these Components
Requires these Components
Application within the Same Advisors
on the Same System
Deployment
Contact Center Advisor – Mobile
Advisors Platform Contact Center Advisor
Edition
Advisors Platform
Resource Management Console Contact Center Advisor
Supervisor Desktop Service
Performance Management Advisors Deployment Guide 7
Planning Deployment Summary
Deployment Summary
The basic sequence of events when deploying Genesys Performance Management Advisors is shown
below. This sequence is repeated throughout the book to help you understand where you are in the
deployment process.
Order of installation
1. Install the databases that correspond to the Advisors products you will
deploy:
a. Advisors Genesys Adapter metrics database
b. Advisors Platform database
c. Advisors Cisco Adapter database (if you use ACA)
d. Metric Graphing database
2. Create the Advisors User and the Object Configuration User accounts.
3. Install the Platform service (Geronimo) on all servers on which you will
deploy one of the following Advisors components:
• Contact Center Advisor web services or XML Generator
• Workforce Advisor web services or server
• Frontline Advisor
• Contact Center Advisor–Mobile Edition
• Resource Management Console
4. Install each adapter you will use (AGA and ACA).
5. Install the Advisors components for your enterprise:
• Contact Center Advisor
• Workforce Advisor
• Contact Center Advisor – Mobile Edition
• Frontline Advisor
• SDS and Resource Management
Genesys recommends that you test each deployed application immediately
after you install it before proceeding to subsequent application
deployments. For example, before you deploy Workforce Advisor, run XML
Generator to import data and perform a small test with Contact Center
Performance Management Advisors Deployment Guide 8
Planning Deployment Summary
Advisor to ensure it is working.
6. Make any required configuration changes.
Performance Management Advisors Deployment Guide 9
Planning Prerequisites
Prerequisites
This page describes what you must do before you deploy Genesys Performance Management
Advisors. Read all prerequisites relevant to the applications you will deploy before you begin
installation.
The tabs below provide general information about the deployment environment, as well as
information specific to each application. There is a list of questions to consider for each application.
There are also Tables in which you can input data for your environment. Use the data in these Tables
as a reference guide when you deploy each application.
<tabber>
General=
Importance of Advisors Platform
Each Performance Management Advisor application (such as dashboards, the System Administration
module, the Workforce Web Service, and the XMLGen application) requires the installation of Advisors
Platform before installation of the application. Each application relies on Advisors Platform to
function.
It is very important that you enter complete information on all installation screens when deploying
Advisors Platform to ensure correct functionality in the applications.
The Platform installation file installs the following base services:
• Geronimo
• Base web
• Navigation service
• Mail-Delivery service
• Preferences service
• Cache service
• Security Realm
• The data source
• Cluster Manager
Environmental Requirements
Before you deploy Genesys Performance Management Advisors, ensure you provide – or can provide –
Performance Management Advisors Deployment Guide 10