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Configuration in Interaction Administrator and DCOM

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You must configure Multi-Site correctly in Interaction Administrator and DCOM. Incorrect configuration is a common cause of problems in using Multi-Site.

Interaction Administrator configuration

Route Calls to a Peer Site

  • In Interaction Administrator, go to Collective | Peer Sites and obtain the phone number of the Peer Site.

  • If the Peer Site is not in the Collective | Peer Sites container, define the site first.

In Interaction Administrator, set the following values.

Home Site
Site Identifier Unique number in your Multi-Site "cluster."
Password CIC administrator account password for this CIC server.
Note ID Dial String Digits Leave as *90. Don't ever change it.

Peer Site
Name Name of each server that you want local users to span.
Site Identifier Number that identifies the Peer CIC server. You set this ID in the Peer's Home Site container.
Phone Number Phone number to reach the Peer Site. You can use any number of digits, as long as the dial plan can "pick it up."
Password Peer CIC server password. You set this password in the Peer's Home Site container.
Use Note ID Dial String Only select this check box if there is a direct ISDN Tie Line between sites. You can clear this check box for any environment and it works correctly.

SIP Line
  Create one SIP line for each Peer Site.
Proxy IP address of corresponding CIC server.
Access Select the Denied Access check box.
  Add the IP address of the corresponding CIC server.
Line Group Create one line group for each Peer Site.
Use as Dial Group Select this check box.
Members Add the corresponding CIC server.

Dial Plan
  Create one dial plan for each Peer Site.
Input Pattern Phone number that you set in the corresponding Peer Site container.
Classification Local.
Dial Group Select the corresponding Line Group.
Classification Local.
Dial String [Corresponding Phone Number]@SERVERNAME
  Simulate Peer Site phone numbers to confirm that the call routes to the correct CIC server.

Workgroup
  Create a workgroup named Multisite_SERVERNAME where SERVERNAME is the name of your RTM server.
  Add spanning users to the workgroup.
Workgroup Spans Sites (on the Configuration tab) Select this check box.

Attendant

Note: Genesys recommends using a dedicated Attendant Profile at each site to catch the EMS Calls.
Default Schedule The default profile and its schedule handle Multi-Site calls correctly.
  Add a greeting.
Repetition Set this value to 3 so that the greeting repeats three times.
Wait Set this value to 15 so that there are 15 seconds between repetitions.
Listen for Extension Dialing Clear this check box.
9 - Extended Menu Do not set as the default action.
0 - Multi-Site Do not set as the default action.
Subroutine EMSSystemIVRCustomizations

DCOM configuration

Configure the RTM server and Peer Sites.

To configure the RTM Server

  1. On the Windows Start menu, click Run, type DCOMCNFG, and then click OK. The Component Services window appears.

  2. Click Component Services > Computers > My Computer > DCOM Config.

    DCOM-Config01cr1

  3. Right-click RTMServer and then click Properties.

  4. On the Location tab, select the Run Application on This Computer check box.

  5. Close the dialog box.

To configure the Peer Site CIC servers

  1. On the Windows Start menu, click Run, type DCOMCNFG, and then click OK. The Component Services window appears.

  2. Click Component Services > Computers > My Computer > DCOM Config.

  3. Right-click RTMServer and then click Properties.

  4. On the Location tab, select the Run Application on The Following Computer check box.

  5. Type RTM SERVERNAME, where SERVERNAME is the name of the RTM server.

  6. Close the dialog box.