Co Browsing in Genesys 7.2

[Doubt]

Is there a possibilty to implement Co Browsing in Genesys 7.2 without installing KANA Response Live Server?

[René]

No

[Doubt]

Thanks for your reply.
I installed KANA and Co Browser server, when i test the kana installtion,in login page when i click go i am getting the below error.

The requested resource (/CONAV/HTD/Default/login/sslDisabled.thtml) is not available.

Any idea what cud be the reason???

[René]

Hi,

CoBrowse requires SSL to work properly. Have you enabled it? Is KANA Tomcat up and running?

If you don't have SSL certificate you can disable that pre-requisite in KANA Administrator. Check the KANA documentation for more info (search for work "SSL relaxer"). It is highly recommended to use SSL for production deployment due security.

R.

[Doubt]

Hi,
  I have a valid SSL certiifcate, also the tomcat is up and running. Then also i am getting this error. Dont know why... Kindly help ....

[René]

Hi,

Ok. In that case it is either Tomcat or Apache configuration error. Try to access the page https://<tomcat host name or IP>:<tomcat port>/CONAV/HTD/Default/login/sslDisabled.thtml directly. If you can access it then it is Apache configuration issue and you should modify the file "mod_jk.conf" and add following line

    JkMount /CONAV/* ajp13 [i]<--- I assume that worker name is ajp13[/i]

If you can't access the page then it is Tomcat issue. You should look into the file "server.xml" in Tomcat's "conf" directory and check that the path (docBase) for the path CONAV is correct.

R.

[Doubt]

Hi,
      There are two conf  folders in my machine

1. c:/kana/tomcat/conf
2. c:/program files/apachetomcatfoundation/conf

In the server.xml (in c:/kana/tomcat/conf)  i have the below specified path

KANA Response Live Context -->
<Context path="/CONAV" docBase="../../hbroot/" reloadable="false" useNaming="false"/>

But i dont have any specification for CONAV in server.xml(the one in c:/program files/apachetomcatfoundation/conf).

Kindly let me know which one do i have to use .Also whether the specified path is correct or not ?

[Doubt]

Somebody pls clarify this...

[René]

Hi,

It's hard say which Tomcat is the right one if you have more running on the same host but my assumption is that the one you're looking for is located in C:\Kana\Tomcat.

Running multiple instances of Tomcat on one host is possible but requires proper configuration. Check that your Tomcat instances are not using the same TCP/IP ports. You can find info about configured ports in server.xml files - look for the tag "Connector"

R.

[Doubt]

Thanks for ur reply..

Both are using different ports . Kindly clarify whether the following path is correct or not


KANA Response Live Context -->
<Context path="/CONAV" docBase="../../hbroot/" reloadable="false" useNaming="false"/>

[René]

[quote]Both are using different ports[/quote]

Have you checked AJP/13 ports as well? Apache communicates with Tomcat using AJP not HTTP protocol.

[quote]Kindly clarify whether the following path is correct or not

KANA Response Live Context -->
<Context path="/CONAV" docBase="../../hbroot/" reloadable="false" useNaming="false"/>[/quote]

Check for existence of the folder "hbroot" on the same level as Tomcat folder is. Tree should look like:

/KANA
|__ /hbroot
|__ /Tomcat
      |__/conf
            |__ server.xml

[Doubt]

Hi,
  I checked tomcat is using AJP protocol only . Also the worker name is AJP 13 only.

The folder structure is also similar to what u have mentioned.
But still it is giving me the issue.

Can u pls tell me how to point the installed tomcat to my kana tomcat.??
Also, similar to KANA is there any other co browser technology provider in the market???

Kindly clarify this...

[René]

[quote]Try to access the page https://<tomcat host name or IP>:<tomcat port>/CONAV/HTD/Default/login/sslDisabled.thtml directly[/quote]

Have you tried? Result of this test could tell us where the problem is - Tomcat or Apache.

R.

[Doubt]

Hi,
      The problem is resolved now. The problem was with tomcat. There was one more webserver called Apache 2 which was there in my services. I stopped Apache service and started Responselive,Apache 2 services. After that it is working fine. I am able to co browse.

Thanks a lot for ur suport.