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31 Οκτ 2013 (πριν από 3 χρόνια και 10 μήνες)

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Alan Ball

August 2010

iWD


Genesys
intelligent Workload Distribution

Overview and Troubleshooting

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Agenda

1.
Overview

/ Architecture

2.
App Configuration / Installation

3.
Components / Services

4.
Tasks

5.
HA

6.
Reporting

7.
Troubleshooting

8.
QA

Overview / Architecture

What is
iWD
?

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Introduction

Automates
the prioritization and distribution of

work tasks to the people best suited for the service delivery

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Architecture

5

| Pr esentation Title | Month 2010

Server 1

iWD

Manager

Runtime Node 1

Service 1

Service 2

...

...

Server 2

Runtime Node 2

Service 4

...

Tomcat, JBoss, Webshpere,

Webl ogi c or other

Webservi ce

Service 3

Runtime Node

Maestro Node

Config DB

Runtime DB

Datamart Node

Datamart DB

Centralized Service Management

Sample “Physical” Layout

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Business User Interface

6

| Pr esentation Title | Month 2010

User interface designed specifically for the
business user

SLAs defined using business rules:


Business Value


Due Dates


Task Priority

Configure in minutes versus hours, or days

Extensive templates to tailor SLA to business
requirements

App Configuration / Installation

iWD

solution

#

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Getting started


Open
iWD Manager


Shortcut on desktop,


Or look in IE Favorites



Login


User: system


Password:
evo



Navigation


Much like Outlook


menus on
the bottom


Tenant drop
-
down list


Tree list

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Configuration

9

| Pr esentation Title | Month 2010


Solution

Instances


Deployable
E
ntity


Solution Instances c
ontain

-
Runtime Node(s)


a single solution can
be deployed across one or more runtime
node.

-
Deployment Management

-
Change History

-
S
ervice
s


-
Business Configuration & L
ogic:


Examples:

-
Test Instance (test new
configs
)

-
Staging (prior to loading into production)

-
Production (live environment)

-
Archive (tasks will expire to a solution)

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Business Configuration

10

| Pr esentation Title | Month 2010

Process

Tasks

Tenant

Solution

Contract

Enterprise

Division

Line of business

Instance

Primar
y

Archive

Department

Cust

Svc

Back
Office

Process

Order

Cancel
Svc

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Technical Configuration

11

| Pr esentation Title | Month 2010

Components / Services

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Service overview

Runtime
DB

DB Service

Audit Service

MQ Service

Logging
Service

Broker Service

Classification
Service

Prioritization
Service

Webservice
Capture Point

XML Capture
Point

MQ Capture
Point

Simulation DP

Simulation DP
Assigner

Simulation DP
Completer

Genesys CS
connector

Genesys IXN
connector

Genesys DP

Genesys Sync.
Service

Rules Service

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Rule Phases

14

| Pr esentation Title | Month 2010


Important to ensure your SLA rules are set to the appropriate phase


Classify will only run once


Priority will run throughout the life of the task


Archive only when task has expired

Tasks

Attributes


Standard


Extended


Custom

Transform

Classify

Prioritize

Archive

Distribute

Capture

Scripts

Rules

Rules

Rules

Audit

(History)

Tasks

Lifecycle


Capture, Calculate, Distribute

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Task Flow. Another look.

17

| Pr esentation Title | Month 2010

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Task Capture

18

| Pr esentation Title | Month 2010


Capture Services


Webservice Capture point

-
Provides SOAP interface (client
-
server) for external systems to submit tasks

-
Originating system can query task status using capture ID or broker ID


XML Capture point

-
Repeatedly checks configured directory for new XML files

-
Parses XML and creates, updates, modifies tasks, according to the information in
XML file, supports task batches

-
Supports message transformation


IBM Websphere MQ Capture point

-
Connects to MQ manager on a specified host

-
Listens for incoming messages in one queue, puts outgoing messages into another
queue

-
Supports message transformation


DB Capture point

-
Captures tasks from source DB and manipulates them using plain SQL

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Distribution

19

| Pr esentation Title | Month 2010

Genesys Configuration
server connector

Genesys
Configuration server

Genesys Interaction
server

Genesys URS

Agent

Agent

Agent

Genesys Interaction server
connector #2

Genesys Distribution
point #6

Genesys Interaction server
connector #1

Genesys Distribution
point #3

Genesys Synchronization
service #1

Genesys Synchronization
service #2

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Business Process
-

URS

20

| Pr esentation Title | Month 2010

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Archiving

21

| Pr esentation Title | Month 2010


Archiving Service


Purpose


to reduce
/ optimize the r
untime DB

-
Task, its audit information and attributes are removed from
r
untime DB


Criteria for task removal

-
Task is expired

-
Task is completed or canceled

-
If task belongs to
XML B
atch, all batch tasks need to match this criteria


Archiving destinations

-
Remove from DB

-
Export to XML

-
Archive to S
olution


Will cover later, but full task details are available in iWD
Datamart
, so not a
major issue to simply “remove” from runtime database


HA

Components that support HA in the iWD suite

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

HA


Primary and backup services

for key services:


Classification


Prioritization


Genesys Distribution Point


XML Capture Point


MQ Capture Point


DB Capture Point


If primary node goes down, secondary takes over


When primary node is back online, it takes over,
secondary goes to standby mode

High Availability
via hot standby

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Redundancy

24

| Pr esentation Title | Month 2010

Reporting

Datamart

/
CCPulse

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Historical Reporting



Access to information



All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Datamart

27

| Pr esentation Title | Month 2010


Datamart DB structure and Datamart Jobs


Aggregated fact tables

-
Initialized by “Aggregate Intraday” and “Aggregate Historical” jobs

-
*_15min, *_day


Troubleshooting

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Possible issues that may arise

29

| Pr esentation Title | Month 2010

“Database Runtime” connection pool size
-


Ext Statistics Service

Synchronization

Task Re
-
prioritisation

Distribution point configuration option
:
distributionThreshold


Archive

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.


Cannot deploy the solution


Possible causes

-
Runtime nodes are not configured correctly

-
Runtime nodes are not started properly

-
System complains about missing properties

-
Most likely may happen after upgrades in service property sets


Solution is deployed, but broker service and dependent services are not running


Possible causes

-
Problems in db connection properties or missing DB


All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

31

| Pr esentation Title | Month 2010


All tasks end up in ErrorHeld state


Possible causes (check task audit history and task data for error messages)

-
Process is not assigned during Capture phase

-
Due date/time is not set

-
Business calendar is not set and BC
-
related functions are used in rules

-
Genesys distribution point is configured to use unavailable inbound queue


Tasks are not visible in iWD manager under Contract and Process


Possible causes

-
Tasks have not passed capture rules for some reason (e.g. Process is not set)

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

32

| Pr esentation Title | Month 2010


Genesys IXN connector cannot connect


Possible causes

-
Check hosts
.

T
hey should contain fully qualified host name, including domain


Can’t create a particular service


Possible causes

-
Module is not added to the tenant and solution

-
Max amount of services of particular type within a solution has been reached


Service is not available in dependencies


Possible causes

-
If the service exists


runtime node configuration may not be right


Solution does not appear under Contract/Process


Possible causes

-
Solution does not contain broker service

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Information gathering

33

| Pr esentation Title | Month 2010


Information


Log files for failing services (probably Debug Level)


Log files for broker service (regardless of the failing service)


Application server logs


Exports of Configuration (System/Tenant configuration exports)


Configuration/Runtime DB Dumps (if it is possible)


Tasks which are causing the errors


Deployed configurations

-
runtime_application/WEB
-
INF/config/*.*


iWD logging levels


None


no logging


Error


only errors are reported


Warn


errors + warnings


Info


“everyday news” from iWD + errors + warnings


Debug/Trace


debug level (lots of information)

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Logging

34

| Pr esentation Title | Month 2010

Other resources

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Other resources

Courses offered through Genesys University







36

| Pr esentation Title | Month 2010

Troubleshooting Workshops


T
-
Server,and

URS Troubleshooting Workshop


Outbound Contact Solution Troubleshooting Workshop

For more details on these and other classes offered by
Genesys University, go to:

http://www.genesyslab.com/about/training/

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Other Resources

Tech Support Knowledgebase


Tech Support Knowledgebase


Product Advisories


Release Notes and Information


Product Manuals


White Papers


Tech Support Solution Search


Over 30,000 Service Request Solutions for you to reference


Weekly Notifications about new or updated Product Advisories and
Release Notes


Request on the subscriptions tab of your TS Website Profile

37

| Pr esentation Title | Month 2010

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Other Resources

Future Tech Tutorial Webinars

Tech Tutorial #57: GIM and ICON
Troubleshooting TOI

13
-
Oct
-
2010 at 9:00am
-
10:30am
Pacific/4:00pm
-
5:30pm GMT

38

| Pr esentation Title | Month 2010

Register for these and other sessions on the Tech Tutorials page
of the Genesys Tech Support Website.

http://genesyslab.com/support/tutorials/

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Other Resources


Tech Tutorial

Comments


If you would like to comment on:


Usefulness of the Tech Tutorial content


Presenter's knowledge of the subject


Future Tech Tutorial topics


Please send email to
support.webadmin@genesyslab.com



39

| Pr esentation Title | Month 2010

Thank you

Question time

41

| Pr esentation Title | Month 2009

www.alcatel
-
lucent.com

www.genesyslab.com