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Genesys操作手册.pdf

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    Table of Contents
    About This Document
    New for T-Server in Release 7.0
    New T-Server-Specific Features in Release 7.0
    Intended Audience
    Reading Prerequisites
    Document Roadmap
    Part One-Common Functions and Procedures
    Part Two-Reference Information
    Document Conventions
    Related Resources
    Making Comments on This Document
    Part One: Common Functions and Procedures
    T-Server Fundamentals
    Learning About T-Server
    Framework and Media Layer Architecture
    T-Server Functions
    The Advanced Disconnect Detection Protocol
    Redundant T-Servers
    Warm Standby Redundancy Type
    Hot Standby Redundancy Type
    Multi-Site Support
    Basic Features for Multi-Site Support
    Inter Server Call Control Feature
    ISCC Routing Types
    Inter Server Call Control/Call Overflow Feature
    The Event Propagation Feature
    Transfer Connect Service
    Agent Reservation
    Licensing Requirements
    Media Layer Requires Licensing
    Licensing Basic Implementations
    Licensing HA Implementations
    Licensing Multi-Site Implementations
    Next Steps
    T-Server Configuration and Installation
    Environment Prerequisites
    Software Prerequisites for T-Server
    Hardware and Network Environment
    Media Layer Requires Licensing
    The Media Layer and LCA
    About Configuration Options
    T-Server Deployment Methods
    General Order of Deployment
    Wizard Deployment of T-Server
    Wizard Configuration of T-Server
    Wizard Installation of T-Server
    Manual Deployment of T-Server
    Manually Configuring Telephony Objects
    Manual Configuration of T-Server
    Manual Installation of T-Server
    After Completing the Manual Installation
    Next Steps
    High-Availability Configuration and Installation
    Prerequisites
    Requirements
    Synchronization Between Redundant T-Servers
    Warm Standby Deployment
    General Order of Deployment
    Manually Modifying T-Servers for Warm Standby
    Warm Standby Installation of Redundant T-Servers
    Hot Standby Deployment
    General Order of Deployment
    Wizard Deployment of HA Proxy
    Manual Deployment of HA Proxy
    Manually Modifying T-Servers for Hot Standby
    Hot Standby Installation of Redundant T-Servers
    Next Steps
    Multi-Site Configuration and Installation
    Prerequisites
    Configuring Multi-Site Support
    Applications
    Switches
    Configuring DNs
    Activating Event Propagation
    Example 1
    Example 2
    Next Steps
    Starting and Stopping T-Server Components
    Introduction
    Starting and Stopping with the Management Layer
    Starting with Startup Files
    Starting Manually
    HA Proxy
    T-Server
    Verifying Successful Startup
    Stopping Manually
    Starting and Stopping with Windows Services Manager
    Next Steps
    Part Two: Reference Information
    Avaya DEFINITY ECS (MV) Switch-Specific Configuration
    Known Limitations
    Setting DN Types for the Avaya DEFINITY ECS (MV) Switch
    CTI Link Configuration
    ASAI Link Configuration
    ASAI Station Configuration
    TACW Configuration
    Avaya DEFINITY ECS (MV) Switch Requirements
    display vector 1
    display vector 2
    ASAI Split Configuration
    Genesys Requirements for the Avaya DEFINITY ECS (MV) switch
    Examples of Warm Standby Configuration
    Supported Functionality in T-Server for Avaya ECS (MV)
    T-Library Functionality
    Supported Agent Work Modes
    Use of the Extensions Attribute
    Use of the UserData Attribute
    Error Messages
    Common Log Options
    Mandatory Options
    Log Options Section
    Log Output Options
    Changes from 6.5 to 7.0
    T-Server Common Configuration Options
    Mandatory Options
    T-Server Section
    License Section
    Agent-Reservation Section
    Multi-Site Support Section
    Backup-Synchronization Section
    Timeout Value Format
    Changes from 6.5 to 7.0
    Configuration Options in T-Server for Avaya ECS (MV)
    Mandatory Options
    T-Server Section
    Predictive Dialing Options
    DEFINITY ECS Ethernet or 5ESS Options
    query-agent-state Options Section
    query-agent-state Option Configuration
    CTI-Link Section
    Flow Control Section
    Changes from 6.5 to 7.0
    Configuration Options in HA Proxy for Avaya ECS (MV)
    Mandatory Options for HA Proxy
    HA Proxy Section
    T-Server Section
    CTI-Link Section
    Changes from 6.5 to 7.0
    Index
    Framework 7 T-Server and HA Proxy for Avaya DEFINITY ECS (MV) Deployment Guide
    The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. Copyright © 1991–2004 Genesys Telecommunications Laboratories, Inc. All rights reserved. About Genesys Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information. Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library CD, which is available from Genesys upon request. For more information, contact your sales representative. Notice Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions. Your Responsibility for Your System’s Security You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products. Trademarks Genesys, the Genesys logo and T-Server are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. Technical Support from VARs If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support. Technical Support from Genesys If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following regional numbers: E-mail Telephone +888-369-5555 or +506-674-6767 support@genesyslab.com support@genesyslab.co.uk +44 (0) 118 974 7002 support@genesyslab.com.au +61 7 3368 6868 +81-3-5649-6821 support@genesyslab.co.jp Region North and Latin America Europe, Middle East, and Africa Asia Pacific Japan Prior to contacting technical support, please refer to the Genesys Technical Support Guide for complete contact information and procedures. Ordering and Licensing Information Complete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide. Released by Genesys Telecommunications Laboratories, Inc. http://www.genesyslab.com Document Version: 70fr_dep-ts_avayag3_01-2004_v1.00
    Chapter 1 Part 1 Chapter 2 Table of Contents About This Document ............................................................................ 9 New for T-Server in Release 7.0 ............................................................. 10 New T-Server-Specific Features in Release 7.0 ................................. 11 Intended Audience................................................................................... 12 Reading Prerequisites ........................................................................ 12 Document Roadmap................................................................................ 13 Part One—Common Functions and Procedures ................................ 13 Part Two—Reference Information ...................................................... 13 Document Conventions ........................................................................... 13 Related Resources.................................................................................. 15 Making Comments on This Document .................................................... 16 Part One: Common Functions and Procedures ................................ 17 T-Server Fundamentals........................................................................ 19 Learning About T-Server ......................................................................... 20 Framework and Media Layer Architecture.......................................... 20 T-Server Functions ............................................................................. 23 The Advanced Disconnect Detection Protocol ........................................ 27 Redundant T-Servers .............................................................................. 28 Warm Standby Redundancy Type ...................................................... 28 Hot Standby Redundancy Type .......................................................... 29 Multi-Site Support.................................................................................... 34 Basic Features for Multi-Site Support ................................................. 34 Inter Server Call Control Feature........................................................ 36 ISCC Routing Types ........................................................................... 40 Inter Server Call Control/Call Overflow Feature ................................. 50 The Event Propagation Feature.......................................................... 54 Transfer Connect Service ................................................................... 55 Agent Reservation................................................................................... 56 T-Server and HA Proxy for Avaya DEFINITY ECS (MV)—Deployment Guide 3
    Contents Chapter 3 Chapter 4 Licensing Requirements .......................................................................... 57 Media Layer Requires Licensing ........................................................ 57 Licensing Basic Implementations........................................................ 57 Licensing HA Implementations ........................................................... 58 Licensing Multi-Site Implementations ................................................. 58 Next Steps ............................................................................................... 58 T-Server Configuration and Installation ............................................. 59 Environment Prerequisites ...................................................................... 59 Software Prerequisites for T-Server.................................................... 60 Hardware and Network Environment.................................................. 60 Media Layer Requires Licensing ........................................................ 61 The Media Layer and LCA.................................................................. 61 About Configuration Options............................................................... 61 T-Server Deployment Methods................................................................ 62 General Order of Deployment............................................................. 62 Wizard Deployment of T-Server .............................................................. 63 Wizard Configuration of T-Server ....................................................... 63 Wizard Installation of T-Server............................................................ 64 Manual Deployment of T-Server.............................................................. 65 Manually Configuring Telephony Objects............................................ 65 Manual Configuration of T-Server....................................................... 67 Manual Installation of T-Server ........................................................... 68 After Completing the Manual Installation ............................................ 70 Next Steps ............................................................................................... 70 High-Availability Configuration and Installation ............................... 71 Prerequisites............................................................................................ 72 Requirements...................................................................................... 72 Synchronization Between Redundant T-Servers ................................ 72 Warm Standby Deployment..................................................................... 73 General Order of Deployment............................................................. 73 Manually Modifying T-Servers for Warm Standby............................... 73 Warm Standby Installation of Redundant T-Servers ........................... 74 Hot Standby Deployment......................................................................... 74 General Order of Deployment............................................................. 75 Wizard Deployment of HA Proxy ........................................................ 75 Manual Deployment of HA Proxy........................................................ 77 Manually Modifying T-Servers for Hot Standby................................... 79 Hot Standby Installation of Redundant T-Servers............................... 81 Next Steps ............................................................................................... 81 4 Framework 7
    Contents Chapter 5 Chapter 6 Part 2 Chapter 7 Multi-Site Configuration and Installation ........................................... 83 Prerequisites............................................................................................ 83 Configuring Multi-Site Support................................................................. 84 Applications ........................................................................................ 84 Switches ............................................................................................. 85 Configuring DNs ................................................................................. 88 Activating Event Propagation.............................................................. 91 Example 1........................................................................................... 92 Example 2........................................................................................... 93 Next Steps ............................................................................................... 94 Starting and Stopping T-Server Components .................................................................... 95 Introduction.............................................................................................. 95 Starting and Stopping with the Management Layer ................................. 97 Starting with Startup Files ........................................................................ 98 Starting Manually ..................................................................................... 99 HA Proxy........................................................................................... 102 T-Server ............................................................................................ 103 Verifying Successful Startup .................................................................. 103 Stopping Manually ................................................................................. 104 Starting and Stopping with Windows Services Manager ....................... 104 Next Steps ............................................................................................. 105 Part Two: Reference Information...................................................... 107 Avaya DEFINITY ECS (MV) Switch-Specific Configuration ............ 109 Known Limitations ................................................................................. 109 Setting DN Types for the Avaya DEFINITY ECS (MV) Switch ...............111 CTI Link Configuration ...................................................................... 112 ASAI Link Configuration.................................................................... 113 ASAI Station Configuration ............................................................... 115 TACW Configuration ......................................................................... 116 Avaya DEFINITY ECS (MV) Switch Requirements ............................... 117 display vector 1................................................................................. 119 display vector 2................................................................................. 119 ASAI Split Configuration ................................................................... 120 Genesys Requirements for the Avaya DEFINITY ECS (MV) switch ..... 120 Examples of Warm Standby Configuration............................................ 122 T-Server and HA Proxy for Avaya DEFINITY ECS (MV)—Deployment Guide 5
    Contents Chapter 8 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Supported Functionality in T-Server for Avaya ECS (MV).............. 125 T-Library Functionality ........................................................................... 125 Supported Agent Work Modes .............................................................. 134 Use of the Extensions Attribute ............................................................. 135 Use of the UserData Attribute................................................................ 142 Error Messages ..................................................................................... 143 Common Log Options........................................................................ 149 Mandatory Options ................................................................................ 149 Log Options Section .............................................................................. 149 Log Output Options........................................................................... 155 Changes from 6.5 to 7.0 ........................................................................ 160 T-Server Common Configuration Options ....................................... 163 Mandatory Options ................................................................................ 163 T-Server Section.................................................................................... 163 License Section ..................................................................................... 167 Agent-Reservation Section.................................................................... 168 Multi-Site Support Section..................................................................... 169 Backup-Synchronization Section........................................................... 175 Timeout Value Format ........................................................................... 177 Changes from 6.5 to 7.0 ........................................................................ 177 Configuration Options in T-Server for Avaya ECS (MV) ...................................................... 179 Mandatory Options ................................................................................ 179 T-Server Section.................................................................................... 180 Predictive Dialing Options................................................................. 193 DEFINITY ECS Ethernet or 5ESS Options....................................... 195 query-agent-state Options Section ........................................................ 196 query-agent-state Option Configuration............................................ 196 CTI-Link Section .................................................................................... 198 Flow Control Section......................................................................... 199 Changes from 6.5 to 7.0........................................................................ 200 Configuration Options in HA Proxy for Avaya ECS (MV)................................................. 203 Mandatory Options for HA Proxy........................................................... 204 HA Proxy Section .................................................................................. 204 T-Server Section.................................................................................... 205 6 Framework 7
    Contents CTI-Link Section .................................................................................... 205 Changes from 6.5 to 7.0 ........................................................................ 206 Index ................................................................................................................ 207 T-Server and HA Proxy for Avaya DEFINITY ECS (MV)—Deployment Guide 7
    Contents 8 Framework 7
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