Interaction between two Genesys environment

[Alex]

Hi,
I have two different genesys environment (two ERS solutions) and I need to share resources between these two environments. Does anyone know if it is possible to use a Tserver belonging to one environment (say A) and be able to see stats on the other one (B) by using stat server belonging to B?

[Kevin]

Yes, this is possible. You simply need to add the TServer to the Connections tab of the Stat Server.

However, be careful with it, especially regarding historical data. If you do not have your layouts restricted to only report on users in one environment and you have 2 historical stat servers (1 per environment), the remote SS will collect stats from the local TServer, and you will wind up with duplicate objects. It also gets real messy if the environments are in different time zones and/or the server time differs by even a second...

[Vic]

Alex,

there are several ways to do it. The easiest one would be to connect your StatServer B to TServer A.

But... you said you have TWO ERS environments...Do you have two separate CMEs too or only one?

[Alex]

Vic, I have two different CME and of course two different Configuration Server. I read also Kevin answer, and he tells me to put TServer B into connection tabs of Stat Server A. But I don't have any TServer B in environment A. Does this mean that I have to configute Host B, TServer B, Switch B and also all shared DNs in environment A, as let me say "virtual objects"?

[Alex]

Kevin, you told me to put TServer B into connection tabs of Stat Server A. But I don't have any TServer B in environment A. Does this mean that I have to configute Host B, TServer B, Switch B and also all shared DNs in environment A, as let me say "virtual objects"?

[ecki]

Definitly yes.

[Kevin]

My apologies. I missed the implication that there were two separate CME environments.

[Dave]

Bear in mind that this will affect licensing - the duplicate TServer will attempt to register DN's for which you have to have licenses in your license.dat file - unless you already have twice as many licenses as you need, this could be a challenge.

Any reason they have to be completely separate CME's? Could you just migrate them into a single CME instead?

[ecki]

I don't think so. You don't need additional licenses. The second (virtual) switch, tserver and its DNs are just informations for StatServer about connection parameters and about the DNs which should by monitored by SS on Tserver from neighbour CME. Of course both TServer should have their own licenses pack, but this is a Default requirement and nothing would by change if you had one CME.

[Vic]

Ok, Alex,

sorry it took me some time to get back to you.
I will give you the short answer first and follow up with the longer explanation.

First of all, if you REALLY want to share resources, then you would need to combine TServer A and TServer B into the same CME. Why have you not done it earlier? If you combine both CMEs (which is not that hard at all, especially with export and import tools), you can play with everything to your heart's content.
I would also assume that unless you would want to do a multisite CME (where two TSErvers actually talk to each other this happens when you want to transfer a call from A to B and you want your attach data to be there as well), you could probably reduce the overall costs... But I suck when it comes to licensing issues, so I will let the experts take that one.

Now, if you just want to see statistics from TServer B using StatServer A (I assume you will use those stats with your URS A, right?) all you have to do is:
1. Identify WHAT TSERVER B DNs, VQ, etc you want stats to be collected for.
2. Copy TSERVER B Application definition from CME B to CME A
3. Add SWITCH B to CME A and populate it only with those DNs that you want STATSERVER A to see.
do anything else you feel like

The idea is to let Genesys A know how to connect to Genesys B. Your Genesys B does not have to connect to CME A it can use CME B. Stat Server A just needs to know:
what host TSERVER B is on
what port it is on
what VQs, etc it is monitoring

so as long as you copy that info into CME A, you will be fine.

PLEASE NOTE THAT I HAVE NOT TESTED WHAT I HAVE WROTE HERE.Long time I go I did get it to work no problem; however, check and test first, ok?

Also, can you please tell us WHY you want STATSERVER A to see TSERVER B and yet you do not want a single CME? Maybe there is a better way




What you should do is define TServer B in your CME A.

[Andre Gronwald]

What about security settings? In security tab of e.g. TServer A in Environment B an account is needed. How do I have to set up this account? Is it sufficient to create a new account in both environments with same password and choose this account in security tab?

kind regards,
andre

[Mike Kamlet]

With 2 CMEs there are 3 common thoughts

1) Replicate the necessary components in each CME to allow the environments to "see each other"
    also depending on call flow, there may be other methods such as adding an I-Server to one environment.

2) Merge the CME environments

3) Use Genesys Federated Proxy
    This is a new Genesys product (currently under restricted release) -- but we are running it in production to connect to some of our outsourcers (that have their own CME)

[thicke]

[quote author=Mike Kamlet link=topic=1250.msg12549#msg12549 date=1214401602]
1) Replicate the necessary components in each CME to allow the environments to "see each other"
    also depending on call flow, there may be other methods such as adding an I-Server to one environment.
[/quote]

I've done this before.  It was a case where the customer wanted to accomplish a few things at once.

[list]
[li]Slowly move from one cluttered CME environment to a new fresh environment.[/li]
[li]Add GVP with it's own SIP server to the new CME environment[/li]
[li]Continue to run SIP server for agents in the old environment[/li]
[li]Transfer calls from GVP to Agent SIP server, along with attached data[/li]
[li]Not be that worried about how screwed up their reporting would be  [/li]
[/list]

We got this working too, although it took duplicating A LOT of objects in both CME environments.

[Andre Gronwald]

solution 1 or 3 would be possible, although I don't know anything about the proxy. However, my question was concretely how to handle security issues (the logon account). Is it possible just to create a user on both environments with same characteristics (password, access, etc.)? Or do I miss something?

kind regards,
ag