This chapter covers the following topics:
Follow the directions in the Setup sub tab to configure an Oracle Interaction Center Server Manager node. A "node" is a computer that has Oracle Interaction Center Server Manager installed and running.
For manual installation of Oracle Interaction Center Server Manager, you can directly edit the environment file (ieoenv.cmd for Windows NT or ieoenv.sh for UNIX) after it has been installed.
For installation using Rapid Installer, for Windows NT edit the file ieoicsm.cmd, and for UNIX edit the file ieoicsm.sh.
Use this procedure to modify the environment variables for an a manual installation on an Oracle Interaction Center Server Manager node.
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Install Oracle Interaction Center Server Manager on the target computer. See Installation Procedures.
If Oracle Interaction Center Server Manager is registered as a Windows NT Service, unregister the service by using the command ieonticsm unregister.
Edit the environment file ieoenv.cmd or ieoenv.sh. The following table describes the environment file variables.
For Windows NT, register the Windows NT Service by using the command ieonticsm register.
You must modify the Interaction Center Server Manager environment file according to the version of the Java Virtual Machine and the language used in the Oracle Applications instance.
If you are using Java Development Kit or Java Runtime Environment 1.1.8, then you must have the following line in the environment file:
set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc111.zip
If the following line exists,
set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc12.zip
then you must make it inactive by typing REM at the beginning of the line:
REM set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc12.zip
If you are using Java Development Kit or Java Runtime Environment 1.2 or higher, then you must have the following line in the environment file:
set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc12.zip
If the following line exists,
set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc111.zip
then make it inactive by typing REM at the beginning of the line:
REM set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc111.zip
If the language for the Oracle Applications instance is not English, insert the following line:
set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\nls_charset12.zip
before this line:
set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\xmlparserv2.zip
The nls_charset12.zip file contains the language-specific Java class files. If you are using Java Development Kit or Java Runtime Environment 1.1.8, then you must use nls_charset11.zip. The following code is an example of an Oracle Interaction Center Server Manager environment file for Windows NT.
set IEO_JRE_HOME=d:\java\jdk1.3.1_04\jre set IEO_DBC_FILE=D:\test\newtop\secure\ap6063rt_v1159fpr.dbc set IEO_JAVA_TOP=D:\test\newtop\java set IEO_JRE=d:\java\jdk1.3.1_04\jre\bin\java.exe set IEO_IP=130.35.16.151 set IEO_HOST=edwang-pc set IEO_COMM_TOP=D:\test\newtop set IEO_DB_TWO_TASK=v1159fpr set PATH=%PATH%;%IEO_COMM_TOP%\admin\scripts\lib;%IEO_COMM_TOP%\admin\scripts\3rdParty set CLASSPATH=. REM NOTE : if you are using JDK 1.1.8 , please remove REM the following line with jdbc12.zip. set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc12.zip REM set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\jdbc111.zip set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\xmlparserv2.zip set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\ set CLASSPATH=%CLASSPATH%;%IEO_JAVA_TOP%\ieoservers.zip set CLASSPATH=%CLASSPATH%;%IEO_JRE_HOME%\classes set CLASSPATH=%CLASSPATH%;%IEO_JRE_HOME%\lib set CLASSPATH=%CLASSPATH%;%IEO_JRE_HOME%\lib\classes.zip set CLASSPATH=%CLASSPATH%;%IEO_JRE_HOME%\lib\classes.jar set CLASSPATH=%CLASSPATH%;%IEO_JRE_HOME%\lib\rt.jar set CLASSPATH=%CLASSPATH%;%IEO_JRE_HOME%\lib\i18n.jar
Use the following procedure to register Oracle Interaction Center Server Manager as a Windows NT Service.
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None
Open a command prompt window.
For example, in Windows NT:
Choose Start and then Run.
Enter cmd.
Click OK.
Enter the command: ieonticsm register
Note: Configure the service to log on to a Windows NT user account that has access to the network path (IEO_JAVA_TOP) that points to the Oracle Applications Java directory.
The following code is an example of the output from the Windows NT command prompt.
C:> cd D:\icsm\admin\scripts
D:\icsm\admin\scripts> ieonticsm.cmd register
D:\icsm\admin\scripts>echo off
ieo_home = ..\..
CLASSPATH = .;D:\oa1156\java\jdbc12.zip;D:\oa1156\java\jdbc111.zip;D:\oa1156\jav
a\xmlparserv2.zip;D:\oa1156\java\apps.zip;C:\jdk1.1.8\classes;C:\jdk1.1.8\lib;C:
\jdk1.1.8\lib\classes.zip;C:\jdk1.1.8\lib\classes.jar;C:\jdk1.1.8\lib\rt.jar;C:\
jdk1.1.8\lib\i18n.jar
Runnng command ..\..\util\OamkSvc.exe -si "Oracle ICSM stcsmith.us.oracle.com" -
e -a -c "C:\jdk1.1.8\bin\java.exe -ms8M -mx16M oracle.apps.ieo.icsm.server.Main
-dbc D:\icsm\icsm.dbc -home D:\icsm\\admin\scripts "
Capture Environment - TRUE
Automatic Startup - TRUE
Set dependency on - None
Startup username - None
Program launched - C:\jdk1.1.8\bin\java.exe -ms8M -mx16M oracle.apps.ieo.icsm
.server.Main -dbc D:\icsm\icsm.dbc -home D:\icsm\\admin\scripts
Program to kill - None
Terminate All - FALSE
Service "Oracle ICSM stcsmith.us.oracle.com" successfully created. Environment recorded in oaMkSvc.log.
Change service parameters from ControlPanel.
ieonticsm.cmd exiting with status 1
Start an Oracle Interaction Center Server Manager node at the command line or, if registered as a Windows NT Service, as a service.
Use the following procedure to start an Oracle Interaction Center Server Manager node.
Not Applicable
Not Applicable
None
Open a command prompt window.
For example, in Windows NT:
Choose Start and then Run.
Enter cmd.
Click OK.
Start Oracle Interaction Center Server Manager.
To start Interaction Center Server Manager at the command line, enter:
ieoicsm start
To start the Oracle Interaction Center Server Manager process in console mode (Windows NT only) at the command line, enter:
ieoicsm console_start
To start Interaction Center Server Manger in the Windows NT Services window:
Choose Start, Settings and then Control Panel.
Double-click Services.
The Services window appears.
Click Oracle ICSM <machinename> <dbname>.
Click Start.
Windows NT attempts to start the service.
Click Close.
The following code is an example of the output from the command prompt in Windows NT:
C:> cd D:\icsm\admin\scripts
D:\icsm\admin\scripts> ieoicsm.cmd start
D:\icsm\admin\scripts>echo off
***************************
You are running ieoicsm.cmd
***************************
Tue 10/23/2001
10:03p
ieo_home = ..\..
"Starting Oracle ICSM"
The Oracle ICSM stcsmith.us.oracle.com service is starting.
The Oracle ICSM stcsmith.us.oracle.com service was started successfully.
ieoicsm.cmd exiting with status 0
Use the following procedure to stop a node.
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Not Applicable
None
Open a command prompt window.
For example, in Windows NT:
Choose Start and then Run.
Enter cmd.
Click OK.
Do one of the following:
To stop the Interaction Center Server Manager process at the command line, enter:
ieoicsm stop
To stop the Interaction Center Server Manager process in console mode (Windows NT only) at the command line, enter:
ieoicsm console_stop
To stop Interaction Center Server Manger in the Windows NT Services window:
Choose Start, Settings and then Control Panel.
Double-click Services.
The Services window appears.
Click Oracle ICSM <machinename> <dbname>.
Click Stop.
Windows NT attempts to stop the service.
Click Close.
The following code is an example of the output from the command prompt in Windows NT:
C:> D:
D:> cd \icsm\admin\scripts
D:\icsm\admin\scripts> ieoicsm.cmd stop
D:\icsm\admin\scripts>echo off
***************************
You are running ieoicsm.cmd
***************************
Tue 10/23/2001
10:01p
ieo_home = ..\..
"Stopping Oracle ICSM"
The Oracle ICSM stcsmith.us.oracle.com service is stopping.
The Oracle ICSM stcsmith.us.oracle.com service was stopped successfully.
ieoicsm.cmd exiting with status 0
Use the Nodes sub tab to view the status of a node and to manage the servers on a node.
You can do the following node tasks:
Login: HTML Login URL
Responsibility: Call Center HTML
Prerequisites: Install and configure Oracle Interaction Center Server Manager.
The Node Details, General page shows which servers are running on which nodes, the node priorities, IP addresses, server status (started or stopped), buttons to start and stop servers, and links to the server details, server group details, and log files.
Use this procedure to view the status of an Oracle Interaction Center Server Manager node.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears. The Node Status column displays the status of each node:
A red flag indicates that Oracle Interaction Center Server Manager is not running on the target computer.
A green flag indicates that Oracle Interaction Center Server Manager is running on the target computer.
Note: If, for whatever reason, the status flag colors are not obvious, place the mouse cursor over a flag. A tool tip appears stating "node is up" or "node is down."
To view the node details, click the Node Name.
The Node Details, General page appears.
Use this procedure to view a trace file for an Oracle Interaction Center Server Manager node.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click a Node Name.
The Node Details page appears.
Click Advanced.
The Node Details: Advanced page appears.
For Files, click a File Name.
The node trace file appears.
A search and filter function makes it possible to view only trace file entries that match specified search criteria, rather than reading through an entire trace file to find specific details. Users can search for trace file entries based on module, trace level, and other specific parameters, such as agent resource ID.
Use the following procedure to search for specific trace file details.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click the relevant Node Name.
The Node Details page appears.
Click Advanced.
The Node Details Advanced page appears.
In the Last Modified column, find the relevant date and time.
In the corresponding File Name column, click the Search File icon.
The search page appears.
Select the Module and Level.
Select Attribute Values for the Attribute Keys.
Click Search.
A page appears, listing the trace file details that meet the search criteria.
Use this procedure to view a log for an interaction center server. For additional information, see Oracle Applications System Administrator's Documentation Set.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Set the logging level for the interaction center server.
Turn on database logging.
Check that the server is writing to the database.
Click ICSM and then Nodes.
The Node List page appears.
Click a Node Name.
The Node Details page appears.
For the relevant server, in the View Log column click Day, Week or Month.
The Debug Log Viewer page appears.
In the date editor, select a range of dates for which to get a log report.
From the Level list, select the level of detail for the log. To retrieve details for this log level and higher, select and Higher.
From the Node list, select the computers for which you want a log. To retrieve a log for all computers, select All.
In the JVM field, enter the name of the Java Virtual Machine. This name is the Server Name in the Node Details page.
Optionally, to further refine the search criteria, enter values in one or more of the following fields:
Thread
Module
User
Message
Session
Optionally, to see a detailed log report, click Detailed.
Do one or more of the following.
To view the log, click View Log.
To download the log to a local drive, click Download Log.
To delete the log, click Purge.
Use this procedure to stop a server process running on an Oracle Interaction Center Server Manager node.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager.
Assign server processes in the server group to Oracle Interaction Center Server Manager nodes.
Start the Oracle Interaction Center Server Manager nodes to which the server processes are assigned.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click a Node Name.
The Node Details page appears, listing all the servers currently running on this ICSM node.
To stop the server, in the Stop/Start column, click Stop for the server process that you want to stop.
The server process could take several minutes to stop. Refresh the browser whenever you want to view the current shutdown status.
As the server process shuts down, "Stopping" appears in the Stop/Start column.
Use this procedure to remove an interaction center server that is assigned to a node.
HTML Login URL
Call Center HTML Administration
Stop the server process if it is running.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click a Node Name.
The Node Details page appears.
Click Assignments.
The Node Details - Assignment page appears.
Select Remove for the server process that you want to remove.
Click Update.
The server is removed from the node.
To view log reports, click on the link of a Node Name or a Server Group Name, then click Advanced. For additional information, see Oracle Applications System Administrator's Documentation Set.
Note: To enable database logging for Interaction Queuing and Distribution, Oracle Telephony Manager, Inbound Telephony Server and Outbound Telephony Server, set the Database Logging server parameter of the specific server to True.
Use this procedure to change the trace level of an Oracle Interaction Center Server Manager node.
HTML Login URL
Call Center HTML Administration
Implement Oracle Interaction Center Server Manager.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click the Node Name.
The Node Details page appears.
Click Advanced.
From the Trace Level list, select a trace level, ranked from most information to least information:
Debug
Verbose
Informational
Warning
Error
Fatal
Click Update.
The Node Details page refreshes.
This section includes the following topics:
Viewing the Default IP Address of a Node
Adding an IP Address to the Node IP Address List
Specifying an IP Address for an Interaction Center Server
Use this procedure to view the IP Address of an Oracle Interaction Center Server Manager node.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click a Node Name.
The Node Details page appears, displaying the default IP address.
A node may have more than one IP address. Interaction Center Server Manager discovers only one of those IP addresses. You need to add any other IP addresses to the IP address list for the node.
Use this procedure to add additional IP addresses to the list of IP addresses for the Interaction Center Server Manager node.
HTML Login URL
Call Center HTML Administration
Implement Oracle Interaction Center Server Manager.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click the Node Name.
The Node Details page appears.
Click Advanced.
In the Add field, enter an IP address for the node.
Click Update.
The Node Details page refreshes. The IP address is added to the list of IP addresses for the node.
An Interaction Center Server Manager node may have more than one IP address.
Use this procedure to select an IP address in the IP address list for a specific server process assigned to an Interaction Center Server Manager node.
HTML Login URL
Call Center HTML Administration
Implement Oracle Interaction Center Server Manager.
Add additional IP addresses to the node IP address list.
Stop Oracle Interaction Center Server.
Select the ICSM tab and then Nodes sub tab.
The Node List page appears.
Click a Node Name.
The Node Details page appears.
Click Assignments.
The Node Details - Assignment page appears.
In the IP Address column, do one of the following:
Accept the default IP Address.
Oracle Interaction Center Server Manager uses all of the available IP addresses in the list. If there is only one IP address, then Oracle Interaction Center Server Manager uses that IP address.
Select an IP address.
When the server process is running, Oracle Interaction Center Server Manager communicates using the selected IP address.
Click Update.
The Node Details page refreshes.
Refer to one of the following topics:
Creating a Server Group for a Single-Site Interaction Center
Creating Server Groups for a Global, Multi-Site Interaction Center
Creating a Server Group for a Single-Site Interaction Center
A typical single-site interaction center for Oracle Advanced Inbound Telephony has the following server processes:
One or more Oracle Telephony Adapter Servers
One or more Inbound Telephony Servers
One Interaction Queuing and Distribution server
One or more Oracle Telephony Manager servers
One or more Oracle Universal Work Queue servers
One or more Routing servers
(Optionally) one Switch Simulator server
Use this procedure to create a server group for single-site interaction center for Oracle Advanced Inbound Telephony.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click Create.
The Server Group Details page appears.
Enter details about the server group.
Enter a unique Server Group Name.
Optionally, in the Location field, enter the location of the server group.
This field is for informational purposes only.
Optionally, in the Description field, enter a description of the server group.
This field is for informational purposes only.
Leave the Super Group field blank.
The super group identifies the global server group for a multi-site interaction center.
In the Default Node field, select the Oracle Interaction Center Server Manager node for the interaction center server processes in the server group.
The default node is used during a typical or custom server group configuration. In these configurations, server processes are created when the server group is created, and then are assigned to the default Oracle Interaction Center Server Manager node. You can modify the node assignment after the server group is created.
In the Server Configuration field, select a configuration type from the list. The following table explains the Server Configuration options.
Click Submit.
If the server configuration is None or Typical, then the server group is created and the Server Group Details page refreshes.
If the server configuration is Custom, then the Servers page appears. Enter the general details about the server processes and then click Submit. The Server Group Details page refreshes.
A typical multi-site interaction center for Advanced Inbound Telephony has a global site and two or more local sites. A global site in a multi-site interaction center typically has one Interaction Queuing and Distribution server and one or more Routing servers.
Use this procedure to create server groups for a global, multi-site interaction center.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click Create.
The Server Group Details page appears.
Enter the details about the server group.
Enter a unique name for the server group.
Optionally, in the Location field, enter the location of the server group. This field is for informational purposes only.
Optionally, in the Description field, enter a description of the server group. This field is for informational purposes only.
Leave the Super Group field blank. The super group identifies the global server group for a multi-site interaction center.
In the Default Node field, select the Interaction Center Server Manager node for the interaction center server processes in the server group. The default node is used during a typical or custom server group configuration. In a typical or custom server group configuration, server processes are created when the server group is created. They are assigned to the default Interaction Center Server Manager node, with priority given to the primary node. You can modify the node assignment after the server group is created.
In the Server Configuration field, choose Custom.
The Servers page appears. Define the Interaction Queuing and Distribution and Routing Server server processes.
Click Submit.
The Server Group Details page refreshes. In the Server Group Details page, a list of server processes appears under the Servers section.
Ensure that you have only one Interaction Queuing and Distribution server.
Click Update to save.
A typical multi-site interaction center for Oracle Advanced Inbound Telephony includes a global site and two or more local sites.
A local site in a multi-site interaction center typically has the following server processes:
One or more Oracle Telephony Adapter Servers
One or more Oracle Advanced Inbound Telephony Servers
One or more Oracle Telephony Manager servers
One or more Oracle Universal Work Queue servers
Use this procedure to create a local site for a multi-site interaction center.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Select the ICSM tab.
Click Server Groups.
The Server Group List page appears.
Click Create.
The Server Group Details page appears.
Enter the details about the server group.
Enter a unique name for the server group.
Optionally, in the Location field, enter the location of the server group. This field is for informational purposes only.
Optionally, in the Description field, enter a description of the server group. This field is for informational purposes only.
In the Super Group field, select the name of the global server group for the multi-site interaction center.
In the Default Node field, select the Interaction Center Server Manager node for the interaction center server processes in the server group. The default node is used during a typical or custom server group configuration. In a typical or custom server group configuration, server processes are created when the server group is created. They are assigned to the default Interaction Center Server Manager node. You can modify the node assignment after the server group is created.
In the Server Configuration field, select a configuration type for creation of the server group.
The following table lists the available multi-site configuration options.
Configuration Type | Description |
---|---|
Typical | The server group is created with the default set of server processes necessary to implement a single-site interaction center for Oracle Advanced Inbound Telephony:
|
Custom | The Server page appears with the default set of server processes necessary to implement a single-site interaction center for Oracle Advanced Inbound Telephony (see Typical for a list of server processes). Use the Server page to add or remove server processes and to modify the general details about each server process before it is added to the server group. |
None | When the server group is created, no server processes are added to the server group. You must manually add any server process to the server group. |
Click Submit.
Do one of the following:
If the server configuration is None or Typical, then the server group is created and the Server Group Details page appears. Proceed to step 7.
If the server configuration is Custom, then the Servers page appears. Enter the general details about the server processes and then click Submit. The Server Group Details page appears.
In the Server Group Details page, a list of server processes appears under the Servers section. Ensure that this local server group has one Inbound Telephony Server, one or more Telephony Adapter Servers, one or more Telephony Manager servers, and one or more Universal Work Queue servers.
Note: A local server group in a multi-site interaction center should not have an Interaction Queuing and Distribution server or any Routing servers.
Click Update to save.
Use this procedure to remove an interaction center server group.
Self-Service Login URL
Call Center HTML Administration
Stop any server processes that are running in the server group.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Select Remove for the server group that you want to remove.
Click Update.
The server group is removed and the Server Group List page refreshes.
Use this procedure to view the details of a node that is assigned to a server.
Self-Service Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
In the Servers section, locate the Interaction Center Server, and in the corresponding Node column, click Go.
The Node Details page for the selected node appears.
Use this procedure to add a server process to a server group.
Self-Service Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Create a server group.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
In the Servers area, click Create.
The Server Details - General page appears.
Enter a unique Server Name.
In the Type Name field, select the server type.
Optionally, in the Location field, enter the location of the server. This field is for informational purposes only.
Optionally, in the Description field, enter a description of the server. This field is for informational purposes only.
From the Member Server Group list, select a server group for the server process.
Optionally, from the Using Server Group list, select the server group to use.
In the Primary Node field, select the Interaction Center Server Manager node to which the server process will be assigned as the primary node.
Click Save.
The page refreshes, and the Backup Node fields appear.
Optionally, select one, two, or three backup nodes as automatic failover support to use whenever the primary node is unavailable. The backup nodes are used in order of priority, with Backup Node 1 being used first.
Click Update.
The page refreshes.
Use this procedure to configure the parameters for a server in a server group.
HTML Login URL
Call Center HTML Administration
Create a server group.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click the server group name.
The Server Group Details page appears.
In the Servers group, click a server name.
The Server Details - General page appears for the specified server.
Click Parameters.
The Server Details - Parameters page appears.
In the Parameter Value fields, select or enter values. For more information, see the documentation for the specific server.
Note: If you configure more than one Inbound Telephony Server to support load balancing, comply with the following conditions:
Ensure that available Route Points are assigned exclusively to one or the other ITS server process, but not to both. If you attempt to assign a route point against a route point that is already assigned to another ITS process, then the following message will appear, "The selected route points are already monitored by another ITS of the same server group."
For the first Inbound Telephony Server that you configure, do not select Route Points. Select CTI middleware, and then the server will select Route Points. If you select Route Points for the first server, then after adding servers, the first Route Points will not be monitored.
Uniformly distribute Route Points among all Inbound Telephony Servers.
Click Update.
See Server Parameters and Command Line Parameters for details about Interaction Center server parameters.
Use the following procedure to reassign route points from one Inbound Telephony Server to another.
Both Inbound Telephony Servers can use same the middleware. However, you cannot select the same route point for both servers due to load balancing. Multiple Inbound Telephony Servers, multiple Oracle Telephony Manager servers, and multiple Oracle Telephony Manager and Universal Work Queue servers balance the workload. The second Inbound Telephony Server must belong to the same server group as the first Inbound Telephony Server. Otherwise, Inbound Telephony Servers from different server groups could use same middleware and the same route points.
HTML Login URL
Call Center HTML Administration
Assign Route Points on at least one Inbound Telephony Server.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click the server group name.
The Server Group Details page appears.
Click the Server Name of an Inbound Telephony Server.
The Server Details - General page appears.
Click Parameters.
The Server Details - Parameters page appears.
In the Middleware Configuration Name list, deselect the middleware by selecting the blank option.
Click Update.
Click Done.
You return to the server group main page.
Click the name of a different Inbound Telephony Server.
The Server Details - General page appears.
Click Parameters.
The Server Details - Parameters page appears.
From the Route Points list, select the route points.
Click Update.
For each route point that you want to reassign, repeat steps 2 through 9.
To deassign route points, deselect the CTI middleware of the Inbound Telephony Server.
HTML Login URL
Call Center HTML Administration
Assign Route Points on at least one Inbound Telephony Server.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click the server group name.
The Server Group Details page appears.
Click the Server Name of an Inbound Telephony Server.
The Server Details - General page appears.
Click Parameters.
The Server Details - Parameters page appears.
In the Middleware Configuration Name list, deselect the middleware by selecting the blank option.
Click Update.
Use this procedure to start all interaction center server processes in a server group. Server processes start automatically in the correct order.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager.
Create an interaction center server group.
Assign server processes in the server group to Oracle Interaction Center Server Manager nodes.
Start the Oracle Interaction Center Server Manager nodes to which the server processes are assigned.
Configure Oracle Interaction Center Server parameters. See Oracle Interaction Center Server Parameters.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
From the Update drop-down list, select Start.
Click Submit.
The server process could take several minutes to start. Refresh the browser whenever you want to see the current startup status.
As the server processes starts, "Starting" is displayed in the Stop/Start column. The status of each server process is displayed in the Servers area in the Status column.
Use this procedure to start a specific interaction center server process in a server group.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager.
Create an interaction center server group.
Assign server processes in the server group to Interaction Center Server Manager nodes.
Start the Interaction Center Server Manager nodes to which the server processes are assigned.
Configure Interaction Center Server parameters.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
In the Stop/Start column, click Start for the server process that you want to start.
The server process could take several minutes to start. Refresh the browser whenever you want to see the current startup status.
As the server process starts, "Starting" is displayed in the Stop/Start column. The status of each server process is displayed in the Servers area in the Status column.
Use this procedure to stop all interaction center server processes in a server group.
Note: Interaction center servers can be stopped even if Oracle Interaction Center Server Manager is down.
HTML Login URL
Call Center HTML Administration
Install and configure Oracle Interaction Center Server Manager
Create an interaction center server group.
Assign server processes in the server group to Interaction Center Server Manager nodes.
Start the Interaction Center Server Manager nodes to which the server processes are assigned.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
From the Update drop-down list, select Stop.
Click Submit.
The server process could take several minutes to shutdown. Refresh the browser whenever you want to see the current shutdown status.
As the server processes shut down, "Stopping" is displayed in the Stop/Start column. The status of each server process is displayed in the Servers area in the Status column.
Use this procedure to stop a single interaction center server process in a server group.
Note: You can stop interaction center servers when Oracle Interaction Center Server Manager is down.
HTML Login URL
Call Center HTML Administration
Start the Oracle Interaction Center Server Manager nodes to which the server process is assigned.
Select the ICSM tab.
Click Server Groups.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
In the Servers area, in the Stop/Start column, click Stop for the server process that you want to stop.
The server process could take several minutes to stop. To view the current status during shutdown, refresh the browser.
As the server process shuts down, "Stopping" appears in the Stop/Start column. The status of each server process is displayed in the Servers area in the Status column.
Use the following procedure to refresh all server processes within a server group without having to stop the server processes.
HTML Login URL
Call Center HTML Administration
None
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
From the drop-down list, select Refresh.
Click Submit.
The screen refreshes.
Use the following procedure to refresh server process parameters without needing to stop and restart the server.
HTML Login URL
Call Center HTML Administration
None
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
Click the Server Name.
The Server Details page appears.
Click Advanced.
The Server Details Advanced page appears.
Click Refresh.
The page refreshes.
Interaction center server processes can run on any Oracle Interaction Center Server Manager node. Use this procedure to change the node assignment and priority for server processes in a server group.
HTML Login URL
Call Center HTML Administration
Install and configure an Oracle Interaction Center Server Manager node.
Create an interaction center server group.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
Click Advanced.
The Server Group page appears.
From the Priority list, select the priority level of the node.
For the Server Name, select a node from the Assigned Node list.
Click Update.
The server is assigned to the new node, with the current priority level.
To add additional server node assignments, repeat steps 4 through 6.
Use this procedure to remove an interaction center server process from a server group.
HTML Login URL
Call Center HTML Administration
Stop the server process if it is running.
Select the ICSM tab and then Server Groups sub tab.
The Server Group List page appears.
Click a server group name.
The Server Group Details page appears.
In the Servers area, select the Remove checkbox for the server process that you want to remove.
Click Update.
The server process is removed from the server group and the Server Group Details page refreshes.
You assign servers to more than one node by selecting from a list of nodes in the Call Center HTML Administration. Administrators can prioritize the nodes, so that if the first node is not available, then the server can be started from the next available node. If the server goes down unexpectedly, the automatic failover feature restarts the server according to the prioritized order. This is a permanent setting that needs to be done only once, but can be changed if necessary.
Use the following procedure to set the options to run interaction center server failover monitoring.
Oracle Applications Forms
Interaction Center Administrator
None
Log in to Oracle Applications, using the Interaction Center Administrator responsibility.
The Find Requests form appears.
Click Submit a New Request.
The Submit a New Request form appears.
Accept the default option Single Request.
Click OK.
The Submit Request form appears.
In the Name field, click to open the list.
The Name field is populated automatically with "Start Interaction Center Failover Monitoring process," and the Parameters form appears.
In the field "Interval to check and restart IC Java Servers in minutes:" enter a value in minutes or accept the default value of 20.
Note: The more frequent the check and restart, the more resources are used.
Click OK.
The Parameters form closes. In the Submit Request form, the Parameters field is populated with the restart value.
Click Submit.
You may exit Oracle Applications.
Use the following procedure to stop active-standby mode configuration monitoring.
Oracle Applications Forms
Interaction Center Administrator
Start at least one monitoring request.
Log in to Oracle Applications, using the Interaction Center Administrator responsibility.
The Find Requests form appears.
Select All My Requests.
Click Find.
The Requests form appears.
Select the request "Start the Failover monitoring process."
Click Cancel Request.
A message appears asking if you wan to continue.
Click Yes to cancel the request, or click No to stop the cancellation.
The request Phase changes to Completed, and the Status changes to Cancelled.
You may exit Oracle Applications.