Performance Management Advisors Deployment Guide Pulse Advisors 8.5.0 3/9/2020 Table of Contents Genesys Performance Management Advisors Deployment Guide 5 Planning 6 Deployment Summary 8 Prerequisites 10 Additional Resources 47 Create the Advisors Databases 48 Creating a SQL Server Database 50 Creating an Oracle 11g Database 59 Configure Oracle 11g Metrics Data Sources 65 Database Secure Deployment 69 Create the Advisors User Account 72 Create the Data Manager Base Object Configuration User 78 Deploying Advisors 80 Deploying Advisors Platform 81 Deploying Genesys Adapter 95 Deploying Cisco Adapter 113 Deploying CCAdv and WA 122 Work with XML Generator 132 Upgrade CCAdv-ME 136 Deploy Smartphone Client Applications 137 Deploying FA 138 Deploying SDS and RMC 144 Automated Installation Options 152 Post Installation Configuration 155 General 156 High Availability for Performance Management Advisors 157 Change Memory Allocation 160 Change Encrypted Passwords 162 Customize the Advisors Interface 163 Correct Login Page Latency 164 Deploy and Configure Apache 165 Change a JDBC Data Source Configuration 169 Schedule Periodic Statistics Reissue 171 Adjust the Log File Roll and Retention Settings 172 Advisors Platform 175 Change Advisors Cluster Membership 176 Configure Administrative Actions Logs 177 Change the Mail Server Configuration 179 Advisors Genesys Adapter 180 Operation of Stat Server Redundant Pairs 181 Stat Server Load Balancing 182 Re-distribute Stats Load when Adapters are Added 183 AGA Configuration Parameters 184 Stat Server Configuration Parameters 188 Update AGA Properties in the Database 189 Manage Restart of Multiple Adapters with Single Metrics Database 190 CCAdv and WA 191 Enable and Disable Agent-level Monitoring 192 Configure Metric Graphing Properties 194 Configuring Forecast Metric Graph Shapes 197 Work with Data Source Database Names 198 JDBC Data Source Error Logging in XML Generator 199 Custom Time Zones 200 Change the Time Profile of Agent Groups Metrics from 5 Minute Sliding to 30 Minute Growing 201 Format Alert Messages sent by Advisors 202 Importing Contact Groups into Advisors 207 Bulk Configuration Overview 216 CCAdv/WA Bulk Configuration – Integrated Mode 217 CCAdv Bulk Configuration – Independent Mode 227 WA Bulk Configuration – Independent Mode 236 FA and AA 247 Verify Server Connections 248 Configure the Reason Code Statistic Key 249 Enabling and Editing Filtered Metrics 250 Features Overview 255 Discontinuation of the Advisors Browser 256 Multiple Advisors Deployments on One System 257 Advisors Platform and the Backup Configuration Server 260 Data Manager 261 Adapter Stat Server Configuration 270 Establishing a TLS Connection to Genesys Configuration Server 271 Scaling the System to Increase Capacity 275 Advisors Cluster Information 277 Encryption for AGA Metrics Database Data (Oracle) 278 LoggedIn Scripts 279 FA Message Listening Port 280 Providing a User Interface for Users with Visual Impairment 281 Contact Center Advisor Mobile Edition 282 Advisors Software Distribution Contents 287 Migration Utilities 299 User Migration Utility 300 Object Migration Utility 301 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 on Requires these Components within Application the Same System the Same Advisors 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 Contact Center Advisor – Mobile Advisors Platform Contact Center Advisor Edition Resource Management Console Advisors Platform Contact Center Advisor Performance Management Advisors Deployment Guide 6 Planning Requires these Components on Requires these Components within Application the Same System the Same Advisors Deployment 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 Advisor to ensure it is working. Performance Management Advisors Deployment Guide 8 Planning Deployment Summary 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 – the following operating environment. Performance Management Advisors Deployment Guide 10 Planning Prerequisites Networks Advisors