Administration Tasks

This chapter covers the following topics:

Configuring a Node

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.

Modifying an Environment File for a Node

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.

Login

Not Applicable

Responsibility

Not Applicable

Prerequisites

Install Oracle Interaction Center Server Manager on the target computer. See Installation Procedures.

Steps

  1. If Oracle Interaction Center Server Manager is registered as a Windows NT Service, unregister the service by using the command ieonticsm unregister.

  2. Edit the environment file ieoenv.cmd or ieoenv.sh. The following table describes the environment file variables.

    Environment Variables
    Variable Description
    IEO_COMM_TOP The directory to which Oracle Interaction Center Server Manager was installed.
    IEO_DBC_FILE The absolute path to the database connectivity file.
    IEO_JRE The absolute path to the Java Development Kit executable (java.exe) file or Java Runtime Environment executable (jre.exe) file. For Windows NT, this is jre.exe or java.exe. For UNIX, this is java or jre.
    IEO_JAVA_TOP The Oracle Application Java directory contains both jdbc111.zip/jdbc12.zip and the oracle/ directory where all Oracle Applications Java class files are located.
    IEO_IP The IP address of the computer that will run Oracle Interaction Center Server Manager.
    IEO_HOST The name of the computer that will run Oracle Interaction Center Server Manager. This variable is used to create the name for the Windows NT Service (Oracle ICSM <IEO_HOST> <IEO_DB_TWO_TASK>).
    IEO_DB_TWO_TASK The name of the database.

  3. For Windows NT, register the Windows NT Service by using the command ieonticsm register.

Guidelines

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.

JDK/JRE 1.1.8

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

JDK/JRE 1.2 or Higher

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

Non-English Instance

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

Registering Oracle Interaction Center Server Manager as a Windows NT Service

Use the following procedure to register Oracle Interaction Center Server Manager as a Windows NT Service.

Login

Not Applicable

Responsibility

Not Applicable

Prerequisites

None

Steps

  1. Open a command prompt window.

    For example, in Windows NT:

    1. Choose Start and then Run.

    2. Enter cmd.

    3. Click OK.

  2. Change to the scripts directory.

  3. 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.

Guidelines

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

Starting a Node

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.

Login

Not Applicable

Responsibility

Not Applicable

Prerequisites

None

Steps

  1. Open a command prompt window.

    For example, in Windows NT:

    1. Choose Start and then Run.

    2. Enter cmd.

    3. Click OK.

  2. Change to the scripts directory.

  3. Start Oracle Interaction Center Server Manager.

    1. To start Interaction Center Server Manager at the command line, enter:

      ieoicsm start

    2. To start the Oracle Interaction Center Server Manager process in console mode (Windows NT only) at the command line, enter:

      ieoicsm console_start

    3. To start Interaction Center Server Manger in the Windows NT Services window:

    4. Choose Start, Settings and then Control Panel.

    5. Double-click Services.

      The Services window appears.

    6. Click Oracle ICSM <machinename> <dbname>.

    7. Click Start.

      Windows NT attempts to start the service.

    8. Click Close.

Guidelines

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

Stopping a Node

Use the following procedure to stop a node.

Login

Not Applicable

Responsibility

Not Applicable

Prerequisites

None

Steps

  1. Open a command prompt window.

    For example, in Windows NT:

    1. Choose Start and then Run.

    2. Enter cmd.

    3. Click OK.

  2. Change to the scripts directory.

  3. Do one of the following:

    1. To stop the Interaction Center Server Manager process at the command line, enter:

      ieoicsm stop

    2. To stop the Interaction Center Server Manager process in console mode (Windows NT only) at the command line, enter:

      ieoicsm console_stop

    3. To stop Interaction Center Server Manger in the Windows NT Services window:

    4. Choose Start, Settings and then Control Panel.

    5. Double-click Services.

      The Services window appears.

    6. Click Oracle ICSM <machinename> <dbname>.

    7. Click Stop.

      Windows NT attempts to stop the service.

    8. Click Close.

Guidelines

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

Administering Nodes

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:

Viewing the Status of a Node

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.

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears. The Node Status column displays the status of each node:

    1. A red flag indicates that Oracle Interaction Center Server Manager is not running on the target computer.

    2. 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."

  2. To view the node details, click the Node Name.

    The Node Details, General page appears.

Viewing a Node Trace File

Use this procedure to view a trace file for an Oracle Interaction Center Server Manager node.

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click a Node Name.

    The Node Details page appears.

  3. Click Advanced.

    The Node Details: Advanced page appears.

  4. For Files, click a File Name.

    The node trace file appears.

Searching for Selective Trace File Details

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.

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click the relevant Node Name.

    The Node Details page appears.

  3. Click Advanced.

    The Node Details Advanced page appears.

  4. In the Last Modified column, find the relevant date and time.

  5. In the corresponding File Name column, click the Search File icon.

    The search page appears.

  6. Select the Module and Level.

  7. Select Attribute Values for the Attribute Keys.

  8. Click Search.

    A page appears, listing the trace file details that meet the search criteria.

Viewing a Server Log

Use this procedure to view a log for an interaction center server. For additional information, see Oracle Applications System Administrator's Documentation Set.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Click ICSM and then Nodes.

    The Node List page appears.

  2. Click a Node Name.

    The Node Details page appears.

  3. For the relevant server, in the View Log column click Day, Week or Month.

    The Debug Log Viewer page appears.

  4. In the date editor, select a range of dates for which to get a log report.

  5. From the Level list, select the level of detail for the log. To retrieve details for this log level and higher, select and Higher.

  6. From the Node list, select the computers for which you want a log. To retrieve a log for all computers, select All.

  7. In the JVM field, enter the name of the Java Virtual Machine. This name is the Server Name in the Node Details page.

  8. Optionally, to further refine the search criteria, enter values in one or more of the following fields:

    1. Thread

    2. Module

    3. User

    4. Message

    5. Session

  9. Optionally, to see a detailed log report, click Detailed.

  10. Do one or more of the following.

    1. To view the log, click View Log.

    2. To download the log to a local drive, click Download Log.

    3. To delete the log, click Purge.

Stopping a Server Running on a Node

Use this procedure to stop a server process running on an Oracle Interaction Center Server Manager node.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click a Node Name.

    The Node Details page appears, listing all the servers currently running on this ICSM node.

  3. 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.

Removing a Server from a Node

Use this procedure to remove an interaction center server that is assigned to a node.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Stop the server process if it is running.

Steps

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click a Node Name.

    The Node Details page appears.

  3. Click Assignments.

    The Node Details - Assignment page appears.

  4. Select Remove for the server process that you want to remove.

  5. Click Update.

    The server is removed from the node.

Viewing Node Log Reports

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.

Changing the Trace Level of a Node

Use this procedure to change the trace level of an Oracle Interaction Center Server Manager node.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Implement Oracle Interaction Center Server Manager.

Steps

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click the Node Name.

    The Node Details page appears.

  3. Click Advanced.

  4. From the Trace Level list, select a trace level, ranked from most information to least information:

    1. Debug

    2. Verbose

    3. Informational

    4. Warning

    5. Error

    6. Fatal

  5. Click Update.

    The Node Details page refreshes.

Managing IP Addresses

This section includes the following topics:

Viewing the Default IP Address of a Node

Use this procedure to view the IP Address of an Oracle Interaction Center Server Manager node.

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click a Node Name.

    The Node Details page appears, displaying the default IP address.

Adding an IP Address to the Node IP Address List

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Implement Oracle Interaction Center Server Manager.

Steps

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click the Node Name.

    The Node Details page appears.

  3. Click Advanced.

  4. In the Add field, enter an IP address for the node.

  5. Click Update.

    The Node Details page refreshes. The IP address is added to the list of IP addresses for the node.

Specifying an IP Address for an Interaction Center Server

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Nodes sub tab.

    The Node List page appears.

  2. Click a Node Name.

    The Node Details page appears.

  3. Click Assignments.

    The Node Details - Assignment page appears.

  4. In the IP Address column, do one of the following:

    1. 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.

    2. Select an IP address.

      When the server process is running, Oracle Interaction Center Server Manager communicates using the selected IP address.

  5. Click Update.

    The Node Details page refreshes.

Administering Server Groups

Refer to one of the following topics:

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:

Use this procedure to create a server group for single-site interaction center for Oracle Advanced Inbound Telephony.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Install and configure Oracle Interaction Center Server Manager

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click Create.

    The Server Group Details page appears.

  3. Enter details about the server group.

    1. Enter a unique Server Group Name.

    2. Optionally, in the Location field, enter the location of the server group.

      This field is for informational purposes only.

    3. Optionally, in the Description field, enter a description of the server group.

      This field is for informational purposes only.

    4. Leave the Super Group field blank.

      The super group identifies the global server group for a multi-site interaction center.

    5. 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.

    6. In the Server Configuration field, select a configuration type from the list. The following table explains the Server Configuration options.

      Server Configuration Type 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:

      • Interaction Queuing and Distribution Server (<servergroupname>_IQD)

      • Inbound Telephony Server (<servergroupname>_ITS)

      • Routing Server (<servergroupname>_ORS)

      • Telephony Manager (<servergroupname>_OTM)

      • Switch Simulator (<servergroupname>_SWITCH)

      • Telephony Adapter Server (<servergroupname>_TAS)

      • Universal Work Queue Server (<servergroupname>_UWQ)

        You will not be able to modify the server process names or types. Add or remove server processes from the Server Group Details page.
      Custom The Server page appears with the default set of server processes necessary to implement a single-site interaction center for Advanced Inbound. (See the above Typical configuration type for a list of server processes.)
      Use the Server Group 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.

  4. 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.

Creating Server Groups for a Global, Multi-Site Interaction Center

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Install and configure Oracle Interaction Center Server Manager

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click Create.

    The Server Group Details page appears.

  3. Enter the details about the server group.

    1. Enter a unique name for the server group.

    2. Optionally, in the Location field, enter the location of the server group. This field is for informational purposes only.

    3. Optionally, in the Description field, enter a description of the server group. This field is for informational purposes only.

    4. Leave the Super Group field blank. The super group identifies the global server group for a multi-site interaction center.

    5. 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.

    6. In the Server Configuration field, choose Custom.

  4. The Servers page appears. Define the Interaction Queuing and Distribution and Routing Server server processes.

  5. Click Submit.

    The Server Group Details page refreshes. In the Server Group Details page, a list of server processes appears under the Servers section.

  6. Ensure that you have only one Interaction Queuing and Distribution server.

  7. Click Update to save.

Creating a Local Site for a Multi-Site Interaction Center

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:

Use this procedure to create a local site for a multi-site interaction center.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Install and configure Oracle Interaction Center Server Manager

Steps

  1. Select the ICSM tab.

  2. Click Server Groups.

    The Server Group List page appears.

  3. Click Create.

    The Server Group Details page appears.

  4. Enter the details about the server group.

    1. Enter a unique name for the server group.

    2. Optionally, in the Location field, enter the location of the server group. This field is for informational purposes only.

    3. Optionally, in the Description field, enter a description of the server group. This field is for informational purposes only.

    4. In the Super Group field, select the name of the global server group for the multi-site interaction center.

    5. 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.

    6. 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.

      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:

      • Interaction Queuing and Distribution (<servergroupname>_IQD)

      • Inbound Telephony Server (<servergroupname>_ITS)

      • Routing Server (<servergroupname>_ORS)

      • Telephony Manager (<servergroupname>_OTM)

      • Switch Simulator (<servergroupname>_SWITCH)

      • Telephony Adapter Server (<servergroupname>_TAS)

      • Universal Work Queue Server (<servergroupname>_UWQ)

        You will not be able to modify the server process names or types. Add or remove server processes from the Server Group Details page.
      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.

  5. Click Submit.

  6. 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.

  7. 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.

  8. Click Update to save.

Removing a Server Group

Use this procedure to remove an interaction center server group.

Login

Self-Service Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Stop any server processes that are running in the server group.

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Select Remove for the server group that you want to remove.

  3. Click Update.

    The server group is removed and the Server Group List page refreshes.

Viewing the Details of a Node Assigned to a Server

Use this procedure to view the details of a node that is assigned to a server.

Login

Self-Service Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Install and configure Oracle Interaction Center Server Manager

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. 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.

Adding a Server to a Server Group

Use this procedure to add a server process to a server group.

Login

Self-Service Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. In the Servers area, click Create.

    The Server Details - General page appears.

  4. Enter a unique Server Name.

  5. In the Type Name field, select the server type.

  6. Optionally, in the Location field, enter the location of the server. This field is for informational purposes only.

  7. Optionally, in the Description field, enter a description of the server. This field is for informational purposes only.

  8. From the Member Server Group list, select a server group for the server process.

  9. Optionally, from the Using Server Group list, select the server group to use.

  10. In the Primary Node field, select the Interaction Center Server Manager node to which the server process will be assigned as the primary node.

  11. Click Save.

    The page refreshes, and the Backup Node fields appear.

  12. 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.

  13. Click Update.

    The page refreshes.

Configuring Server Group Server Parameters

Use this procedure to configure the parameters for a server in a server group.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Create a server group.

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click the server group name.

    The Server Group Details page appears.

  3. In the Servers group, click a server name.

    The Server Details - General page appears for the specified server.

  4. Click Parameters.

    The Server Details - Parameters page appears.

  5. 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:

    1. 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."

    2. 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.

    3. Uniformly distribute Route Points among all Inbound Telephony Servers.

  6. Click Update.

Guidelines

See Server Parameters and Command Line Parameters for details about Interaction Center server parameters.

Reassigning Route Points

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Assign Route Points on at least one Inbound Telephony Server.

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click the server group name.

    The Server Group Details page appears.

  3. Click the Server Name of an Inbound Telephony Server.

    The Server Details - General page appears.

  4. Click Parameters.

    The Server Details - Parameters page appears.

  5. In the Middleware Configuration Name list, deselect the middleware by selecting the blank option.

  6. Click Update.

  7. Click Done.

    You return to the server group main page.

  8. Click the name of a different Inbound Telephony Server.

    The Server Details - General page appears.

  9. Click Parameters.

    The Server Details - Parameters page appears.

  10. From the Route Points list, select the route points.

  11. Click Update.

  12. For each route point that you want to reassign, repeat steps 2 through 9.

Deassigning Route Points

To deassign route points, deselect the CTI middleware of the Inbound Telephony Server.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Assign Route Points on at least one Inbound Telephony Server.

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click the server group name.

    The Server Group Details page appears.

  3. Click the Server Name of an Inbound Telephony Server.

    The Server Details - General page appears.

  4. Click Parameters.

    The Server Details - Parameters page appears.

  5. In the Middleware Configuration Name list, deselect the middleware by selecting the blank option.

  6. Click Update.

Starting All Servers in a Server Group

Use this procedure to start all interaction center server processes in a server group. Server processes start automatically in the correct order.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. From the Update drop-down list, select Start.

  4. 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.

Starting a Specific Server in a Server Group

Use this procedure to start a specific interaction center server process in a server group.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. 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.

Stopping All Servers in a Server Group

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. From the Update drop-down list, select Stop.

  4. 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.

Stopping a Specific Server in a Server Group

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Start the Oracle Interaction Center Server Manager nodes to which the server process is assigned.

Steps

  1. Select the ICSM tab.

  2. Click Server Groups.

    The Server Group List page appears.

  3. Click a server group name.

    The Server Group Details page appears.

  4. 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.

Refreshing All Server Processes in a Server Group

Use the following procedure to refresh all server processes within a server group without having to stop the server processes.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. From the drop-down list, select Refresh.

  4. Click Submit.

    The screen refreshes.

Refreshing Server Process Parameters

Use the following procedure to refresh server process parameters without needing to stop and restart the server.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

None

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. Click the Server Name.

    The Server Details page appears.

  4. Click Advanced.

    The Server Details Advanced page appears.

  5. Click Refresh.

    The page refreshes.

Adding Server Node Assignments with Different Priorities

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.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. Click Advanced.

    The Server Group page appears.

  4. From the Priority list, select the priority level of the node.

  5. For the Server Name, select a node from the Assigned Node list.

  6. Click Update.

    The server is assigned to the new node, with the current priority level.

  7. To add additional server node assignments, repeat steps 4 through 6.

Removing an Interaction Center Server

Use this procedure to remove an interaction center server process from a server group.

Login

HTML Login URL

Responsibility

Call Center HTML Administration

Prerequisites

Stop the server process if it is running.

Steps

  1. Select the ICSM tab and then Server Groups sub tab.

    The Server Group List page appears.

  2. Click a server group name.

    The Server Group Details page appears.

  3. In the Servers area, select the Remove checkbox for the server process that you want to remove.

  4. Click Update.

    The server process is removed from the server group and the Server Group Details page refreshes.

Running Automatic Failover Monitoring

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.

Starting Automatic Failover Monitoring

Use the following procedure to set the options to run interaction center server failover monitoring.

Login

Oracle Applications Forms

Responsibility

Interaction Center Administrator

Prerequisites

None

Steps

  1. Log in to Oracle Applications, using the Interaction Center Administrator responsibility.

    The Find Requests form appears.

  2. Click Submit a New Request.

    The Submit a New Request form appears.

  3. Accept the default option Single Request.

  4. Click OK.

    The Submit Request form appears.

  5. 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.

  6. 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.

  7. Click OK.

    The Parameters form closes. In the Submit Request form, the Parameters field is populated with the restart value.

  8. Click Submit.

    You may exit Oracle Applications.

Stopping Active-Standby Mode Configuration Monitoring

Use the following procedure to stop active-standby mode configuration monitoring.

Login

Oracle Applications Forms

Responsibility

Interaction Center Administrator

Prerequisites

Start at least one monitoring request.

Steps

  1. Log in to Oracle Applications, using the Interaction Center Administrator responsibility.

    The Find Requests form appears.

  2. Select All My Requests.

  3. Click Find.

    The Requests form appears.

  4. Select the request "Start the Failover monitoring process."

  5. Click Cancel Request.

    A message appears asking if you wan to continue.

  6. 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.