iWD Genesys intelligent Workload Distribution Overview and Troubleshooting

Alan BallAugust 2010

iWD Genesys intelligent Workload Distribution

Overview and Troubleshooting

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.

Agenda

1. Overview / Architecture2. App Configuration / Installation3. Components / Services4. Tasks5. HA6. Reporting7. Troubleshooting8. QA

Overview / Architecture

What is iWD?


Introduction

Automates the prioritization and distribution of work tasks to the people best suited for the service delivery


Architecture

5 | Presentation Title | Month 2010

Server 1

iWD Manager

Runtime Node 1Service 1 Service 2 ...

...

Server 2

Runtime Node 2

Service 4

...

Tomcat, JBoss, Webshpere,

Weblogic or other

Webservice

Service 3

Runtime Node

Maestro Node

Config DBRuntime DB

Datamart NodeDatamart DB

Centralized Service ManagementSample “Physical” Layout


Business User Interface


User interface designed specifically for the business user

SLAs defined using business rules:

Business Value

Due Dates

Task Priority

Configure in minutes versus hours, or days

Extensive templates to tailor SLA to business requirements

App Configuration / Installation

iWD solution#


Getting started

Open iWD Manager > Shortcut on desktop, > Or look in IE Favorites

Login> User: system > Password: evo

Navigation> Much like Outlook – menus

on the bottom> Tenant drop-down list> Tree list


Configuration


Solution Instances> Deployable Entity> Solution Instances contain

- Runtime Node(s) – a single solution can be deployed across one or more runtime node.

- Deployment Management- Change History- Services - Business Configuration & Logic:

> Examples:- Test Instance (test new configs)- Staging (prior to loading into

production)- Production (live environment)- Archive (tasks will expire to a

solution)


Business Configuration


ProcessTasks

Tenant

Solution

Contract

Enterprise

Division

Line of business

Instance

Primary

Archive

DepartmentCust Svc

Back Office

ProcessOrder

Cancel Svc


Technical Configuration


Components / Services


Service overview

Runtime DB

DB Service

Audit Service

MQ Service

Logging Service

Broker Service

Classification Service

Prioritization Service

Webservice Capture

Point

XML Capture

Point

MQ Capture Point

Simulation DP

Simulation DP

AssignerSimulation

DP Completer

Genesys CS connector

Genesys IXN

connectorGenesys DP

Genesys Sync.

Service

Rules Service


Rule Phases


Important to ensure your SLA rules are set to the appropriate phase> Classify will only run once> Priority will run throughout the life of the task> Archive only when task has expired

Tasks

Attributes•Standard •Extended•Custom

Transform

Classify

Prioritize

Archive

Distribute

CaptureScripts

Rules

Rules

Rules

Audit

(History)

Tasks

Lifecycle – Capture, Calculate, Distribute



Task Flow. Another look.



Task Capture


Capture Services> Webservice Capture point

- Provides SOAP interface (client-server) for external systems to submit tasks

- Originating system can query task status using capture ID or broker ID> XML Capture point

- Repeatedly checks configured directory for new XML files- Parses XML and creates, updates, modifies tasks, according to the

information in XML file, supports task batches- Supports message transformation

> IBM Websphere MQ Capture point- Connects to MQ manager on a specified host- Listens for incoming messages in one queue, puts outgoing messages

into another queue- Supports message transformation

> DB Capture point- Captures tasks from source DB and manipulates them using plain SQL


Distribution


Genesys Configuration server connector

Genesys Configuration

server

Genesys Interaction

server

Genesys URS

AgentAgent

Agent

Genesys Interaction server connector #2

Genesys Distribution point

#6

Genesys Interaction server connector #1Genesys

Distribution point #3

Genesys Synchronization

service #1

Genesys Synchronization

service #2


Business Process - URS



Archiving


Archiving Service> Purpose – to reduce / optimize the runtime DB

- Task, its audit information and attributes are removed from runtime DB> Criteria for task removal

- Task is expired- Task is completed or canceled- If task belongs to XML Batch, all batch tasks need to match this criteria

> Archiving destinations- Remove from DB- Export to XML- Archive to Solution

> Will cover later, but full task details are available in iWD Datamart, so not a major issue to simply “remove” from runtime database

HA

Components that support HA in the iWD suite


HA

Primary and backup services for key services:> Classification> Prioritization> Genesys Distribution Point> XML Capture Point> MQ Capture Point> DB Capture Point

If primary node goes down, secondary takes over

When primary node is back online, it takes over, secondary goes to standby mode

High Availability via hot standby


Redundancy


Reporting

Datamart / CCPulse


Historical Reporting

Access to information


Datamart


Datamart DB structure and Datamart Jobs> Aggregated fact tables

- Initialized by “Aggregate Intraday” and “Aggregate Historical” jobs- *_15min, *_day

Troubleshooting


Possible issues that may arise


“Database Runtime” connection pool size -

Ext Statistics Service Synchronization

Task Re-prioritisation

Distribution point configuration option :distributionThreshold

Archive


Cannot deploy the solution> Possible causes

- Runtime nodes are not configured correctly- Runtime nodes are not started properly- System complains about missing properties

- Most likely may happen after upgrades in service property sets Solution is deployed, but broker service and dependent services are

not running> Possible causes

- Problems in db connection properties or missing DB

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.31 | Presentation Title | Month 2010

All tasks end up in ErrorHeld state> Possible causes (check task audit history and task data for error

messages)- Process is not assigned during Capture phase- Due date/time is not set- Business calendar is not set and BC-related functions are used in rules- Genesys distribution point is configured to use unavailable inbound

queue Tasks are not visible in iWD manager under Contract and Process

> Possible causes- Tasks have not passed capture rules for some reason (e.g. Process is not

set)

All rights reserved. © 2010, Genesys Telecommunications Laboratories, Inc.32 | Presentation Title | Month 2010

Genesys IXN connector cannot connect> Possible causes

- Check hosts. They should contain fully qualified host name, including domain

Can’t create a particular service> Possible causes

- Module is not added to the tenant and solution- Max amount of services of particular type within a solution has been

reached Service is not available in dependencies

> Possible causes- If the service exists – runtime node configuration may not be right

Solution does not appear under Contract/Process> Possible causes

- Solution does not contain broker service


Information gathering


Information> Log files for failing services (probably Debug Level)> Log files for broker service (regardless of the failing service)> Application server logs> Exports of Configuration (System/Tenant configuration exports)> Configuration/Runtime DB Dumps (if it is possible)> Tasks which are causing the errors> Deployed configurations

- runtime_application/WEB-INF/config/*.* iWD logging levels

> None – no logging> Error – only errors are reported> Warn – errors + warnings> Info – “everyday news” from iWD + errors + warnings> Debug/Trace – debug level (lots of information)


Logging


Other resources


Other resourcesCourses offered through Genesys University


Troubleshooting Workshops• T-Server,and URS Troubleshooting Workshop• Outbound Contact Solution Troubleshooting Workshop

For more details on these and other classes offered by Genesys University, go to:

http://www.genesyslab.com/about/training/


Other ResourcesTech Support Knowledgebase

Tech Support Knowledgebase> Product Advisories> Release Notes and Information> Product Manuals > White Papers

Tech Support Solution Search> Over 30,000 Service Request Solutions for you to reference

Weekly Notifications about new or updated Product Advisories and Release Notes > Request on the subscriptions tab of your TS Website Profile



Other ResourcesFuture Tech Tutorial Webinars

Tech Tutorial #57: GIM and ICON Troubleshooting TOI

13-Oct-2010 at 9:00am-10:30am Pacific/4:00pm-5:30pm GMT


Register for these and other sessions on the Tech Tutorials page of the Genesys Tech Support Website.

http://genesyslab.com/support/tutorials/


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Documents

iWD Genesys intelligent Workload Distribution Overview and Troubleshooting