iWD Overview and Troubleshooting Alan Ball Genesys intelligent Workload Distribution

Transcription

iWD
Genesys intelligent Workload Distribution
Overview and Troubleshooting
Alan Ball
August 2010
Agenda
1. Overview / Architecture
2. App Configuration / Installation
3. Components / Services
4. Tasks
5. HA
6. Reporting
7. Troubleshooting
8. QA
All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.
Overview / Architecture
What is iWD?
Introduction
Automates the prioritization and distribution of
work tasks to the people best suited for the service delivery
Architecture
Centralized Service Management
Sample “Physical” Layout
Tomcat, JBoss, Webshpere,
Server 1
Weblogic or other
Runtime Node 1
Service 2
Service 1
...
iWD
Manager
...
Config DB
Webservice
Runtime Node
Runtime DB
Server 2
Runtime Node 2
Service 3
Service 4
...
Datamart DB
5 | Presentation Title | Month 2010
Datamart Node
Maestro Node
Business User Interface
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
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
Configuration
 Solution Instances
 Deployable Entity
 Solution Instances contain
- Runtime Node(s) – a single solution can
be deployed across one or more runtime
node.
- Deployment Management
- Change History
- Services
- Business Configuration & Logic:
 Examples:
-
Test Instance (test new configs)
Staging (prior to loading into production)
Production (live environment)
Archive (tasks will expire to a solution)
Business Configuration
Enterprise
Tenant
Division
Line of business
Solution
Archive
Instance
Primary
Contract
Department
Back
Office
Cust
Svc
Order
Process
Process
Tasks
Cancel
Svc
Technical Configuration
Components / Services
Service overview
Rules Service
Runtime
DB
Prioritization
Service
Audit Service
Classification
Service
MQ Service
XML Capture
Point
DB Service
MQ Capture
Point
Broker Service
Logging
Service
Webservice
Capture Point
Simulation DP
Assigner
Genesys Sync.
Service
Genesys CS
connector
Genesys IXN
connector
Simulation DP
Genesys DP
Simulation DP
Completer
Rule Phases
 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
Scripts
Capture
Transform
Tasks
Rules
Attributes
•Standard
•Extended
•Custom
Archive
Rules
Audit
Classify
(History)
Rules
Distribute
Prioritize
Tasks
Lifecycle – Capture, Calculate, Distribute
Task Flow. Another look.
Task Capture
 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
Distribution
Genesys Synchronization
service #1
Genesys Distribution
point #3
Genesys Distribution
point #6
Genesys Configuration
server connector
Genesys
Configuration server
Genesys Interaction server
connector #1
Genesys Interaction
server
Genesys Interaction server
connector #2
Genesys URS
Agent
Agent
Agent
Genesys Synchronization
service #2
Business Process - URS
Archiving
 Archiving Service
 Purpose – to reduce / optimize the runtime DB
- Task, its audit information and attributes are removed from runtime DB
 Criteria for task removal
- Task is expired
- Task is completed or canceled
- If task belongs to XML Batch, all batch tasks need to match this criteria
 Archiving destinations
- Remove from DB
- Export to XML
- Archive to Solution
 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
HA
 Primary and backup services for key services:
 Classification
 Prioritization
 Genesys Distribution Point
 XML Capture Point
 MQ Capture Point
 DB Capture Point
High Availability
via hot standby
 If primary node goes down, secondary takes over
 When primary node is back online, it takes over,
secondary goes to standby mode
Redundancy
Reporting
Datamart / CCPulse
Historical Reporting
 Access to information
Datamart
 Datamart DB structure and Datamart Jobs
 Aggregated fact tables
- Initialized by “Aggregate Intraday” and “Aggregate Historical” jobs
- *_15min, *_day
Troubleshooting
Possible issues that may arise
“Database Runtime” connection pool size Ext Statistics Service
Synchronization
Task Re-prioritisation
Distribution point configuration option
:distributionThreshold
Archive
 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 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)
 Genesys IXN connector cannot connect
 Possible causes
- Check hosts. They 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
Information gathering
 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)
Logging
Other resources
Other resources
Courses offered through Genesys University
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/
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
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
Register for these and other sessions on the Tech Tutorials page
of the Genesys Tech Support Website.
http://genesyslab.com/support/tutorials/
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
Thank you
Question time
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iWD Overview and Troubleshooting Alan Ball Genesys intelligent Workload Distribution

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