iWD Overview and Troubleshooting Alan Ball Genesys intelligent Workload Distribution
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 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 6 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. # 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 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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) 9 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Business Configuration Enterprise Tenant Division Line of business Solution Archive Instance Primary Contract Department Back Office Cust Svc Order Process Process Tasks 10 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Cancel Svc Technical Configuration 11 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 14 | Presentation Title | Month 2010 Prioritize All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Tasks Lifecycle – Capture, Calculate, Distribute All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Task Flow. Another look. 17 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 18 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 19 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Business Process - URS 20 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 21 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Redundancy 24 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Reporting Datamart / CCPulse Historical Reporting Access to information All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Datamart Datamart DB structure and Datamart Jobs Aggregated fact tables - Initialized by “Aggregate Intraday” and “Aggregate Historical” jobs - *_15min, *_day 27 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Troubleshooting Possible issues that may arise “Database Runtime” connection pool size Ext Statistics Service Synchronization Task Re-prioritisation Distribution point configuration option :distributionThreshold Archive 29 | Presentation Title | Month 2010 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. 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) 31 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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 32 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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) 33 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Logging 34 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. 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/ 36 | Presentation Title | Month 2010 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 | Presentation 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 Register for these and other sessions on the Tech Tutorials page of the Genesys Tech Support Website. http://genesyslab.com/support/tutorials/ 38 | Presentation Title | Month 2010 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 | Presentation Title | Month 2010 All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc. Thank you Question time www.alcatel-lucent.com www.genesyslab.com 41 | Presentation Title | Month 2009
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