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Spotlight Pre-Requisites/Genesys
Readiness

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Blackchair Spotlight
Readiness Document

Introduction
Blackchair Data Capture Spreadsheet
Spotlight Server
Hardware
Hardware - High Availability (HA)*
Database
Spotlight User Access
Network Broadcast Events
Software
JAVA
IIS
Database Server
Genesys Pure Engage
Genesys CME
Message Server
Config Server Proxy
Config Server
Genesys GAX
Spotlight Genesys User
Spotlight Applications
Genesys SAM
SQL Server Agent
GVP
WFM
SQL
Oracle
Statserver
Statserver LOGIN
Ports

Introduction

This document presents the server sizing/requirements for Spotlight Core Audit and Release Management and the pre requisites/Readiness
steps that must be in place before installation of the Spotlight software commences.

If you wish to arrange assistance with your sizing or installation, please contact [email protected]

Blackchair Data Capture Spreadsheet

The Blackchair Audit and SAM data capture Excel sheet is designed to capture all the data required to implement Spotlight Audit and the
SAM module, and to confirm that all pre-requisites have been met.

Other than sections in the SAM module where your configuration may not be applicable, such as Genesys GVP, WFM Genesys Agent
Desktop and Interaction Workspace all sections need to be completed unless highlighted as optional.

The data collection sheet will need to be completed for each system that you want to track, e.g. Production, Pre Production, Test.

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A check pre-requisites check list is also included to allow the customer to confirm that the system is ready for installation.

Spotlight Server

Hardware

Following are the minimum estimated requirements to host the Spotlight components for Core Audit and Release Management. The server
may be physical or virtual; if virtual its performance characteristics must match those of a physical server of the same specification. Load on
the server is generally determined by two metrics; the size of the Genesys environment being monitored and the volume and profile of
changes made to the system. The latter is rarely available until Spotlight is actually installed and tracking changes so sizing has to be based
just on the size of the environment. It must be noted that a small system may turn out to have a disproportionately high volume of changes in
which case sizing may in exceptional circumstances need to be revisited.

The sizing below is for a single Spotlight system monitoring up to three environments, typically Production, Pre-Production and Development
systems. The sizing is for the Core Audit plugin with Release Management only; if the customer is purchasing additional platform plugins or
Spotlight modules please contact Blackchair for assistance.

Note: We recommend SQL Server and components be located on separate infrastructure but have provided estimated sizing for
collocating SQL server and components onto a single host.

Option 1 - Contact Centre less than 7000 seats

Processor – two 4 core Xeon 2.3Ghz or better

32GB RAM (up to 3 environments, add 4GB RAM for each additional environment) Note: Additional environments can be placed
across multiple servers
120GB minimum for the C: drive operating system only
400GB minimum Spotlight application installation drive
100GB minimum Spotlight log drive

SQL Server collocated on local machine add additional 32GB RAM

DB Data Drive 500GB minimum

DB Log Drive 500GB minumum

Option 2 - Contact Centre 7000 – 15000 seats

Processor – two 4 core Xeon 2.3Ghz or better

32GB RAM (up to 3 environments, add 4GB RAM for each additional environment) Note: Additional environments can be placed
across multiple servers
120GB for the C: drive operating system only
400GB minimum Spotlight application installation drive
100GB minimum Spotlight log drive

SQL Server collocated on local machine add additional 48 GB RAM

DB Data Drive 750GB minimum

DB Log Drive 500GB mimimum

Option 3 - Contact Centre 15000 – 25000

Processor – four 4 core Xeon 2.3Ghz or better

32GB RAM (up to 3 environments, add 4GB RAM for each additional environment) Note: Additional environments can be placed

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across multiple servers

120GB for the C: drive operating system only
400GB minimum Spotlight application installation drive
100GB minimum Spotlight log drive

SQL Server collocated on local machine add additional 64 GB RAM

DB Data Drive 1TB minimum

DB Log Drive 750GB minimum

Hardware - High Availability (HA)*

Spotlight can be run in a high availability configuration using 3 x geographically collocated servers (nodes). All 3 x servers shall meet the
minimum server specification for an equivalent single server instance to ensure that the system performs in failover. Please ensure these
additional considerations and customer responsibilities when Spotlight running in an HA configuration:

Database

The Spotlight database shall be a resilient DB cluster hosted separately and cannot run locally on any of the Spotlight servers. The resilient
database/cluster must be accessible via single IP address and is the responsibility of the customer to both provide and maintain.

Spotlight User Access

Users access requests must be sent to the 'active' node. The customer is responsible providing a route from the user to the active node by
means of a 'broker' or some equivalent load balancer.

Network Broadcast Events

Spotlight can receive and process network events such as SNMP traps or other 'UDP' type broadcasts. Where customers have purchased
plugins to process broadcast events in an HA configuration It remains the responsibility of the customer to ensure all events are sent to all
Spotlight servers/nodes.

*Blackchair in High Availability is an optional extra. Please speak to your account team to ensure that the HA option is on your order.

Software

The following server software is required before commencing installation of the Spotlight software

Spotlight installed using a Microsoft SQL Database:

Microsoft Windows Server 2012/2014/2016 64 bit Operating System with latest service pack and Windows updates.
Microsoft SQL Server 2012/2014/2016 with latest service pack.
Microsoft SQL Server Reporting Services installed and configured.
Microsoft SQL Management Studio.
Windows web server (IIS) installed (see below).
Windows .Net Framework 3.5.1 Feature installed
Windows .Net Core 2.1 (or later) Hosting Bundle
Standard Java 64-bit JRE 1.8 (Note: specifically the 64-bit JRE must be installed and only Java version 1.8).

There must not be any other software installed on the server. Installation of the Spotlight software must be performed using the local
administrator account or an account that is a member of the local administrator group, the account requires “Logon as Service” rights.

JAVA

To check the correct version of Java is installed:

Open a command window

Type ‘java -version’ this should then display current version as shown in the example below.

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If the version is not shown this could indicate that either Java is not installed or it is not installed correctly.

IIS

Microsoft IIS must be installed with the following role services:

Role/Sub Roles Installed/Not Installed

Web Server Common HTTP Features Static Content Installed

Default Document Installed

Directory Browsing Not Installed

HTTP Errors Installed

HTTP Redirection Not Installed

Application Development ASP .NET Installed

.NET Extensibility Installed

ASP Installed

CGI Not Installed

ISAPI Extensions Installed

ISAPI Filters Installed

Server Side Includes Not Installed

Health & Diagnostics HTTP Logging Installed

Logging Tools Not Installed

Request Monitor Installed

Tracing Not Installed

Custom Logging Not Installed

ODBC Logging Not Installed

Security Basic Authentication Not Installed

Windows Authentication Installed

Digest Authentication Not Installed

Client Certificate Mapping Authentication Not Installed

IIS Client Certificate Mapping Authentication Not Installed

URL Authorisation Not Installed

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Request Filtering Installed

IP and Domain Restrictions Not Installed

Performance Static Content Compression Installed

Dynamic Content Compression Not Installed

Management Tools IIS Management Console Installed

IIS Management Scripts & Tools Not Installed

Management Service Not Installed

IIS 6 Management Compatability Not Installed

IIS 6 Metabase Compatability Not Installed

IIS 6 WMI Compatability Not Installed

IIS 6 Scripting Tools Not Installed

IIS 6 Management Console Not Installed

FTP Publishing Services FTP Server Not Installed

FTP Management Console Not Installed

In Internet Information Services IIS Manager ensure the IIS Authentication settings at server level enable Windows Authentication only

Database Server

Access to the Databases hosting Spotlight will be required during the installation and a user with Database owner privileges is required for
the installation process.

When configuring the SAM module access to create Jobs using SQL Server Agent will be required. This access it only to create and
schedule the Job required for License Tracking, however SQL Server Agent should be running on a continual basis to execute the job.

An estimation of the expected Spotlight Database size can be calculated using the Database Sizing spreadsheet

Genesys Pure Engage

Genesys CME

Spotlight Audit requires at least Genesys Configuration Server and Message Server be installed and running correctly. Spotlight Audit uses
the following components in the Genesys system:

A Message Server connected to Configuration Server (Connection added in Config Server). Spotlight will connect to this Message
Server on its standard port and network connectivity must allow this. Primary and Backup pair is supported.
Configuration Server. Spotlight will connect to the Configuration Server (Pair if enabled
There must be an Application in the Genesys configuration of type 'Configuration Manager' – eg "Default"
A Genesys login with minimum Read access to the entire environment
Applications (SpotlightAuditServer & SpotlightAuditServerEC) of type Third Party Server with connection to Configuration
Server (CS) and Genesys Message Server (MS) should be created. It is not necessary to set an 'install directory' or 'host/port'.

Spotlight Release Management (if enabled) will write to Configuration Server. The same Configuration Server may be used for both Audi
t and Release Management. Configuration Server settings and connections must be configured as follows:

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Message Server

No specific logging settings required

No connection settings required from Message Server

Config Server Proxy

Spotlight should not connect to a config server proxy for Release Management/SAM based on the following extracts from Genesys
Documentation

“Configuration Server clients that require write access to Configuration Server must still connect directly to Configuration Server”

"Updates made in bulk might result in a significant extra load on the system when done by the Proxy server rather than the Master server."

Config Server

Spotlight will connect to the main config server:

Configuration Server application (primary and backup)

Logging must be set to include standard=network
Log section must include - buffering = false
Configuration Server connection
Configuration Server must have a connection to Message Server.

Genesys GAX

Spotlight can audit changes to objects in the GAX database, if you are using it.

Note : you may use the GAX web interface to generally manage your system, but not have the specific objects in your system that are stored
in the GAX database. This section only applies if you have objects such as Parameters and Audio Resources in your system that are stored
in the GAX database.

Spotlight uses the GAX webservice to audit the GAX database and to apply changes through Release Management. A Genesys login is
required with at least Read access in GAX. Release Management write requests use an individual Genesys login supplied at the time the
request is created, not the Genesys login used to access the GAX webservice for audit.

If Spotlight is to track changes in GAX –

GAX Server needs a connection to message server. The same message server as config server & Spotlight Applications. This must
be the only message server that is connected to the GAX server
The following options should also be configured

Section Option Value

general auditing true

general scs_max_switchovers 1

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general msgsrv_attempts 1

general msgsrv_warmstandby_timeout 60

general msgsrv_timeout 30

log standard network

log buffering false

Spotlight Genesys User

For a Spotlight Audit and SAM deployment, a single Genesys user is required to be configured in CME/Administrator. At the Top level allow a
user (spotlight in this example) to have Read, Execute and Read Permissions on all objects. Without the Read Permissions the Security
Audit feature in Spotlight will not work.The user defined must have all but Delete access to Agent Groups folder.

Create a user in Administrator/CME with Read, Execute, Change Permission only to start with
The ‘Genesys’ user defined access to the Agents Groups folder is managed by adding the “Create” and “Change” access
rights. The Spotlight SAM module creates the required agent groups and assigning agents to the groups created. Without create and
change the agent groups will not be created correctly and the agents will not be assigned.
The user also requires read only access to GAX

To test the GAX User access:

Open a browser and navigate to the GAX web URL and login using the Genesys user provided.
Once logged in you should be able to click on ‘Routing Parameters’ and then click on ‘Parameters’ and that should then display all
the Parameters in GAX as shown in the example below.

If any of these options are unavailable then the Genesys user does not have the required permissions to read the whole of the GAX
environment.

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Spotlight Applications

Applications (SpotlightAuditServer & SpotlightAuditServerEC) of type Third Party Server with connection to Configuration
Server/Proxy (CS/CSP) and Genesys Message Server (MS) should be created as follows:

Create a new application in Genesys with the following settings

Name - SpotlightAuditServer
Template - Third Party Server
Working Directory - dot (.)
Command Line - dot (.)
Command Line Arguments - dot (.)
Connections - add connections to config server and message server
This Account should be set to Default user

Create a duplicate application by selecting Make New

Rename as SpotlightAuditServerEC

NB: When Spotlight SDP are to be installed in High Availability mode, six applications will have required to be created rather than
two per environment.

SpotlightAuditServer1
SpotlightAuditServer2
SpotlightAuditServer3
SpotlightAuditServerEC1
SpotlightAuditServerEC2
SpotlightAuditServerEC3

Genesys SAM

The following sections only need to be followed if SAM (Spotlight Asset Management - License Tracking) is being installed. The sections on
GVP and WFM again only require to be followed if these ate license types that are in place within your contact centre.

SQL Server Agent

SQL Server Agent must be running on the server that the Spotlight databases are located (normally only required for the PROD database)

GVP

The SAM module is required to only track GVP MCP applications used for XML Applications. It is not required to configure GVP MCP applica
tions used only for Queueing purposes.

In order to track the utilisation of GVP each MCP to be tracked must be connected to a running Genesys SNMP Master Agent application.
Multiple MCP’s can be connected to a single SNMP Master Agent application or it can be a one to one mapping, the choice in the

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deployment methods for the SNMP Master Agents is not provided by Blackchair but is a Genesys Architectural decision made by your
Genesys Architect.

For each MCP to be configured in the SAM modules the following information will need to be provided in the Spotlight data capture
spreadsheet

The Name of the MCP application as it appears in CME/Administrator

The IP Address of the SNMP Master Agent the MCP is connected to
The SNNP Master Agent Port number used
The version of SNMP configured (1, 2 or 3)

If the SNMP Master Agent is running on Linux, it must be started as the Root user, this is due to Linux restricting Ports 0-1024 when not
running as Root. Even if the SNMP Master Agent is running on a Port higher than 1024 it will still utilise the underlying standard SNMP Port
162 and so will fail to work for Spotlight SAM.

WFM

The Blackchair SAM module connects directly to the Genesys Workforce Management database using a Read only user name and
password.

SQL

If Genesys WFM is using a Microsoft SQL Server then create a read only user name and password and test the user can connect from the
Spotlight server using an ODBC connection from the Spotlight server as follows

Create an ODBC Connection ensuring to use the Port Number for SQL server, do not have the port dynamically assigned as this can provide
a false positive.

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Uncheck the "Dynamically determine port" option and set the SQL server port details you have been provided. The standard port is
1433
If the connection is successful you will be able to change the default database to the WFM database

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Open an SQL Server Management Studio and connect to the WFM database, run the following SQL

SELECT MAX(a.Timestamp) Timestamp, MAX(a.EnabledCount) EnabledCount FROM (SELECT GETUTCDATE() Timestamp, COUNT(DIS
TINCT(S.GSW_AGENT_ID)) EnabledCount FROM WM_SCHEDULE_DAYS S WHERE S.WM_DAY_TYPE <> 0 AND S.WM_DATE = CON
VERT(VARCHAR(10), GETDATE(), 120) UNION SELECT GETUTCDATE() Timestamp, 0 EnabledCount)a

If the connections are correct then the value used for the SAM module will be returned

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Oracle

If Genesys WFM is using an Oracle database a Read only user name and password on the schema owner is required. From the Spotlight
server test access to the Oracle database using TNSPING and SQL Plus tools.

The Oracle client needs to be installed on the Spotlight server and the TNSNAMES.ORA should be configured for the WFM
connection.
From the Spotlight Server open a command prompt and type SQLPlus, you will be then prompted for details to connect. This can be
carried out using
ReadonlyUserName/Password@OracleTNSNameEntry

If connected to the database then connectivity is correct. Run a select statement against a table using the Schema owner to test access to
the tables. Use the following SQL to test a value is returned

SELECT MAX(A.Timestamp) Timestamp, MAX(A.EnabledCount) EnabledCount FROM (SELECT SYS_EXTRACT_UTC(SYSTIMESTAMP)

Timestamp, COUNT(DISTINCT(S.GSW_AGENT_ID)) EnabledCount FROM WM_SCHEDULE_DAYS S WHERE S.WM_DAY_TYPE <> 0 A
ND S.WM_DATE = TRUNC(SYSDATE) UNION SELECT SYS_EXTRACT_UTC(SYSTIMESTAMP) Timestamp, 0 EnabledCount FROM dual
)A

Statserver

Some usage data comes from a Genesys Statserver, both by directly querying the Statserver using the SDK and by processing data

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in a standard Genesys LOGIN table written in the Spotlight database. A statserver pair must be connected to all the T-Servers, SIP
Servers and Interaction Servers in the Genesys system. For information on configuring statserver to write a LOGIN table please refer
to the Genesys Stat Server Deployment Guide. A statserver pair dedicated to Spotlight is recommended but a shared statserver can
be used if necessary.
Spotlight requires a Statserver pair to connect to directly and to be writing its LOGIN table to the Spotlight database. Spotlight will
connect to the statserver on its standard port and network connectivity must allow this and the connection to write to the Spotlight
database.
Spotlight requires a configuration server or writeable CSProxy pair to connect to and a Genesys login with minimum Create and
Change permission to create Agent Groups in the CME "Agent Groups" folder and minimum Read and Execute permission on the
whole CME. Spotlight will connect to the statserver and configuration server/CSProxy on its standard port and network connectivity
must allow this.
Statserver application must be connected to all Tenants that are to be used for license tracking.

Statserver LOGIN

A Genesys Statserver pair (Primary with backup) is required for the SAM installation.
The StatServers are used to write to the Spotlight database LOGIN table.
It is recommended to use a separate pair of StatServers to remove any potential issues with StatServers used for routing and
reporting.
A suitable Genesys Data Access Point (DAP) and Genesys DB Server will be required to support the writing of the data to the
Login table.
If the Genesys installation is on Linux hosts only, then it is likely that a Genesys DB Server that supports MS SQL server will not be
available. If this is the case the Genesys DB Server can be installed on the Spotlight server.

The following notes define the setup required to set the Blackchair StatServers to write to the Login table in a Spotlight Database.

First check the details of the host that has the Spotlight Database with the LOGIN Table, note the DB Name, user name and passw
ord, these will be required for the DAP configuration.
Locate your statserver
Open the Options tab and filter on Statserver in Administrator to get the correct section.
Set the following values
status-table = off
qinfo-table = off
voice-reasons-table=off
login-table=true
Restart the statserver. The backup Statserver should be configured as the primary.

Create a Database Access Point (DAP). Any existing DB Server that supports the SQL server client can be used with the DAP,
although to ensure there is no issue with existing services it is recommended to create a new DB Server for this purpose:

Configure with the following information in the DB info tab

DBMS Name
DBMS Type
Database Name
User Name
Password

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NB: if installing on Linux the SQL client will not be available and the DB Server should reside on a Windows box to provide the DB
Server SQL client. If the customer has a Linux only environment then the DB Server could be placed on the Spotlight server and
monitored for CPU and RAM utilisation.

Once the DAP is configured, add a connection to the DAP in the Statserver
ADDP and timeouts can be applied as the customer requires, Blackchair has no requirements for these values and so customer
specific standards should be applied

Log an agent in and out, data should then be seen in the Login table.

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Ports

When getting Genesys ready for Spotlight Audit and SAM the following Ports need to be open. It should be considered that all connections
are bidirectional when configuring Firewall Rules.

Server 1 Server 2 Notes: Typical ports may not be the same as your system and should be
confirmed

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Blackchair Server Configuration Server/Proxy Standard port is 2020

Port

Blackchair Server Message Server Customer defined port

Blackchair Server WFM on SQL Database Standard port 1433 but may be custom

Blackchair Server WFM on Oracle Database Standard port 1521 but may be custom

Blackchair Server Spotlight Statserver Customer defined port

Blackchair Server SNMP Master Agent(s) Customer defined port

Genesys Statserver Blackchair Server Customer defined port - LOGIN table writes to spotlight database normally on port
pair 1433 inbound

Blackchair Server GAX URL Port used by GAX, normally HTTP Port 80 but may also be custom

Blackchair Server GAX URL if GAX is being Typically 8040

tracked

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