RTIG Setup

The RTIG library allows you to integrate NICE's Real-Time Interaction Guidance (RTIG) capabilities within an attended automation solution. This topic provides instructions on how to set up the RTIG integration.

Prerequisites for Integration

For prerequisites for RT Client workstations and for Automation Studio, see RTIG Integration Prerequisites.

System Setup

1. Install the RT Client.

2. Configure the RTIG parameters as described in RTIG Initial Configuration.

3. Place the pre-built solution files and manifest file in a shared network folder.

4. Update the retry connection interval, if needed. See RTIG Connection Retry Interval Configuration.

5. If your integration is running in standalone mode, some configuration is required for optimal performance. See RTIG Configuration for Standalone Mode.

Verify Installation

Follow the procedure below to verify that installation was performed successfully.

1. Check that the RT Client is running: Open Task Manager and ensure that RTClient.exe is running.

2. Check that the relevant RTIG section with all the configured parameters is included in the configuration file RTClient.exe.config.

   
   

3. Check that the pre-built solution is loaded:

   1. Open the Monitor and check that the solution was loaded.

   2. Open the RT Client log file and ensure that it includes a line indicating that the solution was loaded, as below.
      

      INFO  System - SolutionLoaderService.LoadProject - Solution '<solutonName>' was successfully loaded

   If the solution is not loaded:
   

   1. Check the path specified in the defaultProject attribute in the file RTClient.exe.config.

   2. Check that the path specified can be accessed from the agent machine.

   3. Check that the solution file exists in that location.

4. Verify that the client is subscribed successfully to the RTIG queue. The RT Client log file will show the following if subscription was successful.

   DEBUG LibraryObjects -
    Nexidia.GetManifestDetailsAndSubscribetoRTG Success: Subscribed to RTG events
    with topic: Nexidia.RTG.Telephony successfully
   

   DEBUG LibraryObjects - Nexidia.GetManifestDetailsAndSubscribetoRTG Success:
    Subscribed to RTG events with topic: Nexidia.RTG.Notifications
    successfully
   

   DEBUG LibraryObjects - Nexidia.GetManifestDetailsAndSubscribetoRTG Success:
    Subscribed to RTG events with topic: Nexidia.RTG.Updates successfull

Troubleshooting

For troubleshooting information, see RTIG Troubleshooting.

Sample Solution

A fully functional sample RTIG solution is provided, see Sample Solution Overview.