This chapter covers the following topics:
After you implement Oracle Interaction Center Server Manager and start the servers, you can test the validity of the CTI and switch integration by using the Unit Test Server test utility. An adapter included in Oracle Interaction Center Server Manager automates testing the integration. If integration fails, then the test tool provides information on the failure that the support and the implementation team can use to identify the problem.
At any time after you complete the integration, you can identify at least five telesets and agents (by agent login ID) that you can use to test the implementation. The results of the test are logged in a log file. Any test failures are logged in a log file, and the test utility automatically goes on to the next test case.
You can state the location from which to start the test without running previous test cases. You can also run a specific test case identified by a case number.
Use the following procedure to run the Unit Test Server test utility.
Steps
Select the ICSM tab and then the Server Group subtab.
The Server Group List page appears.
Click a Server Group Name.
The Server Group Details page appears.
Click Create.
The Server Details page appears.
Enter a unique name in the Server Name field.
From the Server Type list select Unit Test Server.
Select a server group from the Member Server Group list.
Optionally, select or enter values in the fields for Location, Description, Using Server Group, and Primary Node.
Click Save.
The Server Details page appears.
Click Parameters.
The Unit Test Server parameter fields appear.
In the Parameter Name fields for Agents 1 through 5, enter values for the following parameters:
Canonical Phone Number: A standardized telephone number of the format: +<country code> (<area code>) <local exchange>-<subscriber number> For example: "+1 (555) 123-4567" is a United States (+1) telephone number within the 555 area code.
Oracle Applications Login
Teleset Hardware ID
Teleset Internal Number
Enter values in the following fields:
Genesys Application Name:
Invalid Number to Dial
Maximum Wait Time for Event Response (seconds)
Route Point Number
Test Case Number
Trace Level: Ranked from most information (Debug) to least information (Fatal).
Type of Testing:
Click Update.
The page refreshes.
Optionally, to enter Java options and server arguments, click Advanced.
This section includes instructions on rectifying common errors incurred during implementation.
Oracle Interaction Center Server Manager does not work as an NT Service if the Oracle Applications Java files are located by way of a mapped network drive.
To correctly set up Oracle Interaction Center Server Manager as a Windows NT Service:
Use UNC Style network path to point to the location of Oracle Applications Java files (IEO_JAVA_TOP): \\host\path. e.g. \\cctre1-nt1\appl_top.
Modify the service to run with an NT User who has access to the network path. This can be done by using NT Service Manager.
Windows NT Services are not associated with the login session, which are tightly coupled to the network drive mapping. Mapped network drives are not accessible from an NT Service, which results in Oracle Interaction Center Server Manager not being able to start. (Some No Class Def Found Errors may be observed).
Oracle Interaction Center Server Manager NT Service is required to run with System Administrator privileges. Assign the Oracle Interaction Center Server Manager NT Service with the correct user by using the NT Service manager.
If ieoenv.cmd is changed, the Oracle Interaction Center Server Manager NT Service must be unregistered and registered again, otherwise the change in ieoenv.cmd will not be effective. The tool oamksvc.exe saves a snapshot of the environment variables in the NT registry. When the service is registered, the environment variable values cannot be changed. Unregistering and reregistering the Oracle Interaction Center Server Manager NT Service will take the latest values in ieoenv.cmd.
When Oracle Interaction Center Server Manager is running in console mode (by using ieoicsm.cmd console_start), all server processes launched by Oracle Interaction Center Server Manager are terminated when the Oracle Interaction Center Server Manager process is terminated (either by control-C or terminated from Task Manager). This does not happen if Oracle Interaction Center Server Manager is shut down by using the ICSM command line utility.
By default, Oracle Interaction Center Server Manager starts with the log level set to ERROR. To change the log level, see Changing the Trace Level of a Node.
If the Java version is 1.1.8, the line with "jdbc12.zip" must be commented out or removed from ieoenv.cmd or ieoenv.sh. Otherwise, the wrong JDBC driver will be used, which is incompatible with Java 1.1.8.
The default maximum number of file descriptors available to the shell and its child processes on most UNIX systems is 64. Raise this number to 1024 to run all the Java servers for a single site installation, or any subset of the Java servers for a single site installation, on the same node. If Java servers for multiple single site installations will run on the same node, then a higher number is required.
Only a process with appropriate privileges (usually root) can increase the limit. The command required to change the number varies with the type of UNIX in use. Consult your UNIX system administrator.
An example for the Korn shell is shown below:
Open a UNIX terminal on the computer where Oracle Interaction Center Server Manager is going to be started.
Change user to root.
Change shell to be korn shell ksh.
Increase the file descriptor limit to 1024 /usr/bin/ulimit -n 1024.
Start Oracle Interaction Center Server Manager in this terminal to check the current file descriptor limit, type /usr/bin/ulimit -n.
The default number of threads allowed in the HP-UX platform is 64. This number has to be raised to at least 2048 to be able to support Oracle Interaction Center Server Manager and all interaction center Java processes. Consult the HP-UX tuning documentation for more details.
If Oracle Interaction Center Server Manager goes down unexpectedly, restart by using the procedures in this section.
When Oracle Interaction Center Server Manager is down, you cannot start individual servers.
If Oracle Interaction Center Server Manager is started as an NT Service or by means of the ICSM shell script on UNIX, any running servers will not be affected and will continue to operate as usual.
Restart Oracle Interaction Center Server Manager.
All servers will reconnect to Oracle Interaction Center Server Manager within five minutes.
Shut down all the Interaction Center Java servers and Oracle Interaction Center Server Manager before performing a database backup.
When the database is down, you will not be able to start or stop individual servers.
All servers will not be able to continue operation as usual, but will go into an intermediate state for one hour waiting for the database to come up. If the database does not come back up within one hour, the servers will shut down.
Restart the database.
Oracle Interaction Center Server Manager will detect that the database has come up and reconnect to it.
Servers will detect that the database has come up and reconnect to it.
You can continue the operation as usual five minutes after the database has come up.