Subject: VP Agent Installation and Configuration Date: April 23, 2008 From: Magpie Telecom Insiders

Transcription

1 Subject: VP Agent Installation and Configuration Date: April 23, 2008 From: Magpie Telecom Insiders 1 Introduction This document describes the installation and configuration for all VP Agent components of the Proactive Contact and Voice Portal Integration. 2 Overview The VP Agent capability is made up of multiple components that operate on different servers and environments within the Proactive Contact and Voice Portal solutions. The VP Agent components, capabilities and installed locations are depicted below and described in specific sections that cover the installation, configuration and verification of each component. VP Agent Components VP Agent installation consists of a single zip file (vpagent.zip) containing all of the VP Agent components. As a prerequisite, Java 1.5 or newer must be available wherever VP Agent components will be installed and executed. Page 1 of 5

2 3 VP Agent Server The VP Agent Server handles communication between all VP Agent components and coordinates the integration for each call between Proactive Contact and Voice Portal. The VP Agent Client sends requests to the VP Agent Server; the server makes requests to Proactive Contact; and the VP Agent Admin configures the server. VP Agent Server is intended to install directly on a Proactive Contact dialer but may also be installed on a separate server if desired. 3.1 Installation The commands used for installation should be run as root and assume installation on a Red Hat Linux Proactive Contact environment commands may need to be adjusted if using a different environment. To install VP Agent Server: 1. Login as root 2. Unzip the vpagent.zip file in root directory. The /opt/avaya/vpagent/ directory will be created. 3. Set the correct values in /opt/avaya/vpagent/config/vpagent.properties o vpuser & vppass username and password for the web server authentication. The web service username and password are configured in Voice Portal under the System Configuration/VPMS Settings/Web Service Authentication for Outcall. o dialer address or name of server running Proactive Contact. o dialerport port of Proactive Contact Agent API. If this is not set, default port is used. o agentserverport port of Agent Server. If this is not set, default port is used. 4. Edit the /opt/avaya/vpagent/bin/vpagent script and set JAVA_BIN to the java executable of this system. 5. Copy the vpagent script to the init.d directory and enable Agent Server to start on boot. cp /opt/avaya/vpagent/bin/vpagent /etc/init.d /sbin/chkconfig --add vpagent 6. VP Agent Server will automatically start when the machine boots into run level 3, 4, or 5, but to start it manually run: /sbin/service vpagent start 3.2 Verifying/Troubleshooting Use the ps command to verify that the VP Agent Server is running. After VP Agent Administration is installed, a utility can be run that will verify the VP Agent Server configuration (see section 4.1.1). The VP Agent Server log file is located in /opt/avaya/vpagent/logs and it s logging level can be set by editing the log4j file: /opt/avaya/vpagent/config/log4j.properties. Page 2 of 5

3 3.3 Backup and Restore VP Agents that are created with VP Agent Administration are managed and maintained by VP Agent Server in the /opt/avaya/vpagent/config/agents.props file. This file can be manually backed up and restored across VP Agent updates to preserve the agent information. VP Agent Server should be stopped when backing up or restoring the file. VP Agent Server reads the agents.props when it initializes. Most other VP Agent configuration data is easily recreated with a fresh installation or, optionally, back up and restore /opt/avaya/vpagent/config/vpagent.properties as well. 3.4 Removal To uninstall the VP Agent Server, run the following commands as root: /sbin/service vpagent stop /sbin/chkconfig --del vpagent rm -rf /opt/avaya/vpagent rm -f /etc/init.d/vpagent 4 VP Agent Client and Administration The VP Agent Client and Administration are installed on the application server. The client (actually built into deployed VP Agent modules) allows the applications to communicate with VP Agent Server. VP Agent Administration is an application used to create and manage VP Agents. 4.1 Install on Application Server Prior to VP Agent Client or Administration installation, the Voice Portal runtime support libraries should have been installed on the Application Server. VP Agent Client and Administration should be installed and configured on all Application Servers. 1. Login as root. 2. Unzip the vpagent.zip file in root directory creating the /opt/avaya/vpagent/ directory. 3. Deploy the CCXML VPAgent.war from the /opt/avaya/vpagent/wars/ directory. 4. Deploy the vpadmin.war from the /opt/avaya/vpagent/wars/ directory. 5. Deploy each of the module WARs from the /opt/avaya/vpagent/modules/ directory. If the web service prompts for the root context of the module when deploying, it should be the same as the name of the war (e.g. transfer.war root context should be transfer). 6. Set the correct values in /opt/avaya/vpagent/config/vpagent.properties agentserver address or name of the server running VP Agent Server. agentserverport port of VP Agent Server. If this is not set, default port is used. 7. Set the permissions for the /bin directory: 8. Restart the webserver Page 3 of 5

4 4.1.1 Verifying/Troubleshooting A utility, Ping Servlet, is provided to verify VP Agent Client and Administration can communicate with a correctly configured VP Agent Server and Proactive Contact. The Ping Servlet is run with the following URL: of client>:<web service port>/vpadmin/pingservlet e.g.: A web page will be displayed describing the success or failure of the Ping Servlet. Correct any reported failures. Make sure that the VP Agent Client and Server versions match. The module WAR s installation can be verified using the Dialog Designer Application Deployment Utilities. By accessing 4.2 Install on VPMS VP Agent Administration runs on Application Servers but is accessed from the VPMS main page. The steps below are intended to place the VP Agent Administration link on the VPMS main page. 1. Login as root on the VPMS server. 2. Unzip the vpagent.zip file in root directory or copy the /opt/avaya/vpagent/bin/admin_installer.sh script from an Application Server to the VPMS. 3. Set the permissions for the /bin directory: 4. Run bash /opt/avaya/vpagent/bin/admin_installer.sh 5. Enter the address and port of the load balancer or application server when prompted. 6. Restart VPMS Verifying/Troubleshooting Make sure the admin_installer.sh script ran without errors. Bring up the VPMS main page in a browser and verify the Proactive Contact section exists with an Agents link in the menu on the left. Click the Agents link and verify the VP Agent Administration page loads within the VPMS main window. If the admin does not load, make sure the correct address of an Application Server or load balancer is being used. If the address is not correct, run the installation script again. Otherwise, refer to section and run the Ping Servlet utility. 4.3 Removal 1. Undeploy all VP Agent project wars (e.g. VPAgent, any VP Agent applications, etc.). 2. Undeploy all VP Agent modules. 3. Undeploy the vpadmin.war. 4. On Voice Portal, run the install script with the remove option to remove the VP Agent menu option and restart VPMS: bash /opt/avaya/vpagent/bin/admin_installer.sh remove 5. Remove the directory: /opt/avaya/vpagent from both Voice Portal and the Application Server. 6. Restart VPMS. Page 4 of 5

5 5 Dialog Designer The Dialog Designer VP Agent installation is an add-on to an existing Dialog Designer environment. It contains the following: VP Agent or Proactive Contact Modules used in VP Agent VXML application development to interface with Proactive Contact. Sample Application - Examples of how to use VP Agent modules within an application. Module WAR files and properties file used for local deployment in the Dialog Designer environment to support Avaya Application Simulator. 5.1 Installation As a prerequisite, Dialog Designer should already be installed and configured with a license manager before installing VP Agent Dialog Designer. 1. Unzip the vpagent.zip file in C:/ directory. All the files will expand into the /opt/avaya/vpagent/ directory. 2. Copy the modules from the /opt/avaya/vpagent/modules directory into the Dialog Designer modules directory (normally the C:\Eclipse\DialogDesigner\modules directory). 3. Deploy each of the module WARs from the /opt/avaya/vpagent/modules/ directory to the local Tomcat. 4. A sample VP Agent application (VPAgentSample) is included in /opt/avaya/vpagent/applications directory. 5.2 Verifying/Troubleshooting To verify the correct installation, open Dialog Designer and create a new speech project. All VP Agent modules should exist in the palette under a Proactive Contact heading. If the modules do not appear, then check that the modules were copied into the correct directory and restart Dialog Designer. Create a new dialog that uses the VP Agent modules or use the VPAgentSample application and verify that it successfully builds. 5.3 VP Agent in Avaya Application Simulator VP Agent applications can be run in the Avaya Application Simulator with Dialog Designer. Refer to the VP Agent Application Development Guide for more information. 5.4 Removal Dialog Designer VP Agent package can be removed by following these steps: 1. Undeploy all VP Agent project wars (e.g. VPAgentSample, etc.) 2. Undeploy all VP Agent Modules 3. Delete all imported VP Agent projects from Dialog Designer 4. Delete all VP Agent Modules from the DialogDesigner/modules directory 5. Delete the contents and directories of C:/opt/avaya/vpagent Page 5 of 5