EF Connector Quick Installation Guide Version

Version: 3.4.1.02  31 July 2017

Installation Prerequisites

Following are the system prerequisites for installation of the EF Generic Connector and its related components.

Date & Time Synchronization

An important consideration is time synchronization between related components. Communication between EF Connector, client applications and Cisco Finesse carry timestamps. If the system dates and time are not synchronized the system can produce unpredictable results. Therefore, please make every effort to adhere to the following time synchronization guidelines:

EF Connector, client applications and Cisco Finesse should have their Time Zone and time configured properly according to the geographic region and synchronized. To configure the time zone, please see the instructions from the hardware or software manufacturer of NTP server. Client applications and EF Connector should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, Network Time Protocol (NTP) V 4.1+ is recommended.

Variable names and password requirements

All the variables include team name, agent id’s, passwords and  call variables shouldn't contain the following special characters.

  1. ,

  2. #

  3. |

Supervisor agent requirement

Each of the Supervisor agents must be assigned at least one team.

Prerequisites for EF Connector

EF Connector consists of 2 independent components, (i) ActiveMQ Broker and (ii) Generic Connector. This section covers necessary prerequisites.

Hardware Requirements

For a simplex (single server) deployment, minimum and recommended hardware requirements are as following:

vCPU

2 Cores

vRAM

4 GB

vDISK

20 GB

Software Prerequisites(Must be installed before installing Connector)

Microsoft Windows Server 2012 standard Edition x64 R2

A windows Server 2012 R2 64-bit or above is recommended (For trial setup , a Windows 7,8 or 10 can also be used. It must be a 64 bit operating system )

Locale Settings

English (recommended)

Java Runtime (64 bit)

Java Runtime (JRE) 8 is required

Antivirus

Any of the antivirus as mentioned in Software License Requirements

WinRAR

A package extractor to modify embedded configuration properties

.Net Framework

.Net Framework 4.5.2 for Service Manager

Network Prerequisites

EF Connector requires communication with following:

  • <Client Server>

  • Cisco Finesse

  • Remote monitoring server running web console monitoring of ActiveMQ on HTTP/S.

  • Secondary EF Connector - only needed for a redundant deployment

  • NTP Server, for time synchronization


Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports.


Type

Source Host

Source Port

Destination Host

Destination Port

TCP

<Client Server>

any

EF Connector

61616

HTTPS

For status monitoring from any machine

EF Connector

8162

XMPP

EF Connector

any

Cisco Finesse

5222, 5223, 7071, 7443

HTTP/S

EF Connector

any

Cisco Finesse

80, 8080, 443, 8443

NTP

EF Connector

any

NTP Server

123

DNS

EF Connector

any

DNS Server

53


  • <Client Server> is a machine running client application of EF Connector. For server based applications like Siebel, it’s Siebel Communication Server. For desktop based applications, it’s the machine address of the agent desktop running the desktop application.

  • These are defaults set in EF Connector, but you can always change the default configuration.

If you need to file sharing and remote installation / configuration using RDP, you might need to open following additional ports.

Type

Source Host

Source Port

Destination Host

Destination Port

RDP

For remote desktop connection

EF Connector

3389

TCP

For file-sharing

EF Connector

139,445

UDP

For file-sharing

EF Connector

137,138

 Access & Privileges Requirements

  • Administrative access (LocalSystem account or domain administrator) on the Connector Server is required to do the installation and configuration.

Install Software

  1. Download EF Connector Installer from Google Drive

  2. Run the setup wizard GenericConnector3.4.1.02-Trial-Min.exe to start the installation process

  3. Now, select a location to install the software. The default path is C:\Program Files\Generic Connector. The specified path is mentioned as <EF Connector Home> in rest of the document.

  4. Select the folder for shortcut in Start Menu
  5. Review your selection and if all is okay, proceed with installation.
  6. The installation wizard will copy all the files to the selected folder.
  7. Press finish to close this setup wizard.

    Upon successful completion, EF Service Manager app is installed with a shortcut created on the Desktop.

EF Service Manager


EF Service Manager is a mini management console to:

  1. Install / Uninstall Services

  2. Start / Stop ActiveMQ

  3. Start / Stop Generic Connector

  4. Open ActiveMQ configuration file

  5. Open Generic Connector configuration

  6. Open ActiveMQ logs folder

  7. Open Generic Connector logs folder


Proceed with installing the application as a service and do any necessary configuration using EF Service Manager.

Install Windows Services

Run EF Service Manager from the Desktop shortcut. The Service Manager shows status of all of the Connector services. Click on “Install Service” to install both ActiveMQ and Generic Connector services. Once the services are installed, you will be able to configure and use these services.

After clicking on Install Service, if the services installed correctly, it will prompt a success message or display an error message in case of any issue.

The panel will look like following after successful service creation.

Manage Services

  1. Run Service Manager from the desktop (if it is not running). You can locate Service Manager from system tray



  1. Run both Services, one after the other.
            

  2. To validate if ActiveMQ is running, login to the web-console via https://localhost:8162/admin/] with the default credentials [User: admin Password:@ctiveMQSecured1!] In the Queue section, you should find a Queue name Connector1 created.

  3. You can also verify ActiveMQ and GenericConnector from their log files by clicking on Logs button in both Sections.

Generic Connector Configuration

Generic Connector “Config” button in EF Service Manager will open the folder where Generic Connector is installed.

  1. Open generic-connector.jar file using WinRAR or similar (with administrative credentials) to modify the embedded configuration properties file Config/config.properties.



  1. Open Config\config.properties with text editor

  2. Make the desired changes and update the file in the same jar file

Connector Configuration Parameters

Parameter

Default Value

Description

CUSTOMER_NAME

CustomerName

Customer name provided by EF

KEY

ABCDEFGHIJKLMNOPQRSTUVW

License key provided by EF

Finesse_1

http://Finesse-X-IP/finesse/api/

Primary Finesse URL for Site A

Finesse_2

http(s)://Finesse-X-DN/finesse/api/

Primary Finesse URL for Site B

SERVER_ADDRESS_1

Finesse-X-IP

Primary finesse URL for heartbeat   for Site A

SERVER_ADDRESS_2

Finess-X-IP

Secondary finesse URL for heartbeat   for Site A

DEFAULT_NOT_READY_REASON

1

default reason code for not ready

DEFAULT_LOGOUT_REASON

2

Default reason code for force logout


Screenshot for configuring required parameters

Note:

  1. If you have single deployment of finesse, put same finesse url for Finesse_1 and Finesse_2 and same ip for SERVER_ADDRESS_1 and SERVER_ADDRESS_2

  2. Customer Name and key can be obtained from Expertflow

Ensuring the availability of Generic Connector

After updating Generic Connector, open Expertflow Service Manager and start ActiveMQ service and then Generic Connector service. When both services are up, click on logs button in Generic Connector section to open logs file. Navigate to end of file.  You will see primary and secondary finesse status, as shown in figure.

LastFinesse=IN_SERVICE shows that everything is fine.  LastFinesse=OUT_OF_SERVICE indicates that there is some problem, you need to troubleshoot .

ConnectodTo [1] shows that you are connected to Finesse_1 and ConnectedTo [2] shows that you are connected to Finesse_2. Generic Connector will automatically connects to the finesse first available.

Setup Default Reason Code(s)

Create at least one reason-code for not-ready and one reason code for logout in Cisco Finesse and specify the default reason code in Generic Connector configuration file.

For default not-ready reason,

DEFAULT_NOT_READY_REASON

1

Default reason code to be passed by Generic Connector to Cisco Finesse

DEFAULT_LOGOUT_REASON

2

Default reason code to be passed by Generic Connector to Cisco Finesse

JMX Monitoring

GC now supports JMX monitoring. You can monitor the performance of GC via any of the monitoring tool such as JConsole and VisualVM. GC support JMX Monitoring on port 9010.

Troubleshooting

Logout Request Failed

When the system tries to logout agent forcefully following force logout policy, agent logout doesn’t happen and EF Connector logs an error message with bad request. However, if we try to logout agent on Finesse directly, it works fine.

Possible Cause(s)

  1. EF Connector uses a default logout reason when logging out agent forcefully. If this reason code is not defined in Cisco Finesse as a logout reason, the system doesn’t log agent out.

Solution

If there’s no logout reason created in Cisco Finesse, create one.

Specify the value for DEFAULT_LOGOUT_REASON property to match the logout reason code ID defined in Cisco Finesse.

No Active Consumer on Destination Connector1

EF Connector is running but there’s no active consumer on the queue Connector1 in ActiveMQ.

Possible Cause(s)

When EF Connector can’t establish connection to Cisco Finesse, it goes out of service and closes its subscription from ActiveMQ. It reopens subscription only when it can re-establish connectivity with any of the configured Cisco Finesse instances.

In Generic Connector log file, you’ll see a message like following:

Primary-Finesse[http://FinessePubURL/finesse/api/-false, Secondary-Finesse[http://FinesseSubURL/finesse/api/-false, ConnectedTo [0]

Solution

Check connectivity with Cisco Finesse. You can verify following:

  1. Are the necessary ports open between EF Connector and Cisco FInesse?

  2. Verify that the DNS settings are accurate in EF Connector.