Version: 3.4.1.02 31 July 2017
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.
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.
For a simplex (single server) deployment, minimum and recommended hardware requirements are as following:
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 )
Java Runtime (64 bit)
Java Runtime (JRE) 8 is required
Any of the antivirus as mentioned in Software License Requirements
A package extractor to modify embedded configuration properties
.Net Framework 4.5.2 for Service Manager
EF Connector requires communication with following:
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.
For status monitoring from any machine
5222, 5223, 7071, 7443
80, 8080, 443, 8443
<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.
For remote desktop connection
Access & Privileges Requirements
Administrative access (LocalSystem account or domain administrator) on the Connector Server is required to do the installation and configuration.
Download EF Connector Installer from Google Drive
Run the setup wizard GenericConnector3.4.1.02-Trial-Min.exe to start the installation process
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.
- Select the folder for shortcut in Start Menu
- Review your selection and if all is okay, proceed with installation.
- The installation wizard will copy all the files to the selected folder.
- 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:
Install / Uninstall Services
Start / Stop ActiveMQ
Start / Stop Generic Connector
Open ActiveMQ configuration file
Open Generic Connector configuration
Open ActiveMQ logs folder
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.
Run Service Manager from the desktop (if it is not running). You can locate Service Manager from system tray
Run both Services, one after the other.
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.
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.
Open generic-connector.jar file using WinRAR or similar (with administrative credentials) to modify the embedded configuration properties file Config/config.properties.
Open Config\config.properties with text editor
Make the desired changes and update the file in the same jar file
Connector Configuration Parameters
Customer name provided by EF
License key provided by EF
Primary Finesse URL for Site A
Primary Finesse URL for Site B
Primary finesse URL for heartbeat for Site A
Secondary finesse URL for heartbeat for Site A
default reason code for not ready
Default reason code for force logout
Screenshot for configuring required parameters
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
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  shows that you are connected to Finesse_1 and ConnectedTo  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 reason code to be passed by Generic Connector to Cisco Finesse
Default reason code to be passed by Generic Connector to Cisco Finesse
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.
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.
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.
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.
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:
Check connectivity with Cisco Finesse. You can verify following:
Are the necessary ports open between EF Connector and Cisco FInesse?
Verify that the DNS settings are accurate in EF Connector.