Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Version 2007.1
ATG
One Main Street
Cambridge, MA 02142
www.atg.com
Copyright
Copyright 1998-2007 Art Technology Group, Inc. All rights reserved.
This publication may not, in whole or in part, be copied, photocopied, translated, or reduced to any electronic medium or machine-readable
form for commercial use without prior consent, in writing, from Art Technology Group, Inc. (ATG) ATG does authorize you to copy
documents published by ATG on the World Wide Web for non-commercial uses within your organization only. In consideration of this
authorization, you agree that any copy of these documents which you make shall retain all copyright and other proprietary notices
contained herein.
Trademarks
ATG, Art Technology Group, and DYNAMO are registered trademarks of Art Technology Group, Inc.
ATG Wisdom, ATG Dynamo Application Server, ATG Adaptive Scenario Engine, ATG Scenario Personalization, ATG Portal, ATG Commerce,
ATG Content Administration, ATG Data Anywhere Architecture, ATG Search, ATG Response Management, ATG Merchandising, ATG
Knowledge, ATG Self Service, ATG Commerce Service Center, ATG Advisor, ATG Forum and ATG Business Control Center are trademarks of
Art Technology Group, Inc.
Microsoft, Windows and Word are the trademarks or registered trademarks of Microsoft Corporation in the United States and other countries.
IBM, AIX, and MQ-Series are the trademarks or registered trademarks of IBM Corporation in the United States and other countries. Oracle is a
registered trademark, and other Oracle product names, service names; slogans or logos referenced in this document are trademarks or
registered trademarks of Oracle Corporation. Adobe Acrobat Reader is a registered trademark of Adobe. CORBA is a trademark of the OMG
(Object Management Group). Java and all Java-based trademarks and logos are trademarks or registered trademarks of Sun Microsystems,
Inc. in the United States and other countries. Primus, and its respective logo, and Primus Knowledge Solutions, are trademarks, registered
trademarks, or service marks of Primus.
This product includes software developed by the Apache Software Foundation (http://www.apache.org/).
EditLive Authoring Software Copyright 2004 Ephox Corporation. All rights reserved. Includes code licensed from RSA Security, Inc. Some
portions licensed from IBM are available at http://oss.software.ibm.com/icu4j/. Includes software developed by the Apache Software
Foundation (http://www.apache.org/). Contains spell checking software from Wintertree Software Inc. The Sentry Spell Checker Engine
2000 Wintertree Software Inc.
All other product names, service marks, and trademarks mentioned herein are trademarks of their respective owners.
No Warranty
This documentation is provided as is without warranty of any kind, either expressed or implied, including, but not limited to, the implied
warranties of merchantability, fitness for a particular purpose, or non-infringement.
The contents of this publication could include technical inaccuracies or typographical errors. Changes are periodically added to the
information herein; these changes will be incorporated in the new editions of the publication. ATG may make improvements and/or changes
in the publication and/or product(s) described in the publication at any time without notice.
Limitation of Liability
In no event will ATG be liable for direct, indirect, special, incidental, economic, cover, or consequential damages arising out of the use of or
inability to use this documentation even if advised of the possibility of such damages. Some states do not allow the exclusion or limitation of
implied warranties or limitation of liability for incidental or consequential damages, so the above limitation or exclusion may not apply to
you.
ATG One Main Street Cambridge MA 02142
617.386.1000 phone 617.386.1111 fax www.atg.com
Contents
Introduction
Audience
Documentation Conventions
Related Documentation
1
1
2
Terminology
About the Applications
3
6
Architecture Overview
Agent Facing Cluster
ATG Response Management Administration Server
Management Cluster
Customer Facing Cluster
ATG Campaign Optimizer Server
ATG Customer Intelligence Instance
ATG Search Answer Engine Process
Agent Data Warehouse Load Server
Management Data Warehouse Load Server
Relationships between Clusters, Users, and Scenario Servers
15
16
17
17
18
18
19
19
19
20
20
23
23
24
24
25
25
25
25
26
26
26
26
27
27
27
iii
Contents
27
28
28
Appendix A: Troubleshooting
29
Index
31
iv
Contents
1 Introduction
This manual provides best practice instructions for installing, configuring, and running multiple ATG
applications in an integrated environment
This chapter includes the following sections:
Audience
Documentation Conventions
Related Documentation
Audience
This manual is intended for system administrators responsible for installing and configuring ATG
applications.
Documentation Conventions
The following conventions are used throughout the documentation:
Convention
Explanation
Italics
Bold
monospace
Indicates syntax examples, values that you specify, or results that you
receive.
Brackets [ ]
1
1 - Introduction
Related Documentation
For a complete list of ATG manuals that are specific to the applications you might be installing, see About
the Applications.
The following ATG manuals provide additional reference information:
Document
Description
2
1 - Introduction
This chapter provides an introduction to using multiple ATG applications. It introduces the terminology
used to describe a multiple application configuration, and provides an overview of the ATG applications
that you can install in a multiple application environment.
The chapter includes the following sections:
Terminology
About the Applications
Terminology
This section includes descriptions of the terms or concepts used throughout this manual to describe the
installation and configuration of multiple ATG applications.
Management Server
This is the server (or cluster of servers) on which you install the applications and services used to manage
and publish assets to the customer facing server. Assets include applications and services.
This is also called the asset management server, the publishing server, or the Content Administration
server.
For more information about the management server and the applications that can run on it, see the
architecture diagram and Management Cluster in Architecture Overview.
Cluster
In a multiple application configuration, you can have clusters (groups) of management servers, customer
facing servers, and agent servers. The servers in each cluster must be configured to correctly
communicate with each other.
3
2 - Multiple Applications Overview
For more information about working with clusters, refer to the instructions on setting up clustering for
your application server in the ATG Installation and Configuration Guide.
4
2 - Multiple Applications Overview
Scenario Servers
Scenario servers are servers that handle scenario events or actions. .A scenario server can be an individual
scenario server or a global scenario server. Scenario editor servers are instances of process editor servers.
For details about scenarios and the types of scenario editor servers, see Scenarios Module Programming in
the ATG Personalization Programming Guide.
Shared Repositories
Shared repositories are repositories that run on dissimilar ATG instances, but point at the same database
table.
In the following example, the agent facing and customer facing clusters each have a repository named
atg/userprofiling/ProfileAdapterRespository that points to the same database schema that contains
external profiles. These profiles represent the customers. The agent facing cluster has a pointer to the
external profiles so that agents (internal users) can assist customers visiting the customer facing Web site.
The customer facing cluster points to the external profiles, because the customers are the external users
(their profiles are stored in the database).
5
2 - Multiple Applications Overview
6
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Adaptive
Customer
Outreach
ATG Campaign
Optimizer
7
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Commerce
(B2C)
ATG Commerce
Service Center
8
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Content
Administration
9
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Customer
Intelligence
10
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Knowledge
ATG
Merchandising
11
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Response
Management
12
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Search
13
2 - Multiple Applications Overview
ATG Application
Description
Documentation
ATG Service
Administration
ATG Ticketing
14
2 - Multiple Applications Overview
3 Architecture Overview
This section describes the system architecture for an ATG installation running multiple ATG applications. It
includes a diagram of the recommended architecture for multiple applications, and provides additional
system details in the following sections
Agent Facing Cluster
ATG Response Management Administration Server
Management Cluster
Customer Facing Cluster
ATG Campaign Optimizer Server
ATG Customer Intelligence Instance
ATG Search Answer Engine Process
Agent Data Warehouse Load Server
Management Data Warehouse Load Server
Relationships between Clusters, Users, and Scenario Servers
15
3 - Architecture Overview
You use the ATG Business Control Center (BCC) to manage agent server internal and external users,
organizations, roles, internal and external user segments, deployments (such as Knowledge customer
deployments to ATG Self Service (SS), and assets.
The ATG Service Center runs on the agent facing cluster and is available to agents (a type of internal user)
who have the appropriate roles (with permission to access the Service Center). You can also use the ATG
Business Control Center to provide internal user access to Service administration, ATG Customer
Intelligence (ACI), and ATG Search administration (with the appropriate configuration).
16
3 - Architecture Overview
An agent facing cluster requires an internal scenario editor server. It also can run external scenarios as an
individual scenario server pointing at the external scenario editor server (that typically runs on the
customer facing cluster).
The Knowledge Data Warehouse loader must run on this cluster.
For details about setting up and running applications, refer to the documentation for each application.
For a list of applications and their associated documentation, see About the Applications.
Management Cluster
Applications that usually run on the management cluster include the following:
These applications are available via the ATG Business Control Center to internal users with the
appropriate roles so that they can complete tasks such as creating campaigns or promotions.
Administrators use the ATG Business Control Center to manage internal and external users, organization,
roles, internal user segments, deployments from the management cluster to the customer facing cluster,
and assets.
Depending on your system configuration, the ATG Business Control Center can include links to ATG
Search administration.
The management cluster uses the default, internal scenario server. It can also manage scenarios that are
deployed to the customer facing server by configuring an external individual scenario server.
17
3 - Architecture Overview
If the asset preview feature (Preview) is enabled, the cluster includes a repository of Preview users. An
external, Preview scenario server is required to preview external users.
For details about setting up your ATG management server, refer to the documentation for the
applications you will be using. For a list of applications and their associated documentation, see About
the Applications.
For details about using the Preview feature, see the following documents:
Setting up Asset Preview in the Customizing Asset Display section of the ATG Content
Administration Programming Guide.
Configuring Asset Manager Preview in the Configuring the Asset Manager section of the
ATG Business Control Center Administration and Development Guide.
Portal applications
18
3 - Architecture Overview
The ATG Campaign Optimizer (CO) application has two different sets of users: those that log into the
ABTest management user interface, and those that log into the customer facing site. These users are
stored in separate database tables in production.
The architecture diagram and the table in Relationships between Clusters, Users, and Scenario Servers
illustrate that, in general, the primary users for internal servers are internal users and the primary users for
external servers are external users. ATG Campaign Optimizer differs from the other servers in this aspect.
The table lists external users as its primary users, yet it appears in the architecture drawing as an internal
application. ATG Campaign Optimizer is shown in the drawing as an internal application, because the link
to the management user interface is not made available to the same set of users who visit the external
Web site.
Internal users with the appropriate roles can manage application users via the ATG Control Center (ACC)
that connects to the clusters RMI port.
You create scenarios on the Campaign Optimizer management server (on which there must be an
external scenario editor server), and then use a manual process to copy them to the customer facing
server for running. The customer facing server must have an external scenario editor server to preview
tests.
For details about setting up your system to run ATG Campaign Optimizer, see the ATG Campaign
Optimizer User Guide.
19
3 - Architecture Overview
ATG Search
This server does not have a user interface, except the Dynamo Admin UI you use to trigger data
summarization.
The agent Data Warehouse load server requires an internal individual scenario server that points to the
scenario editor server on the agent facing cluster and an external individual scenario server that points to
the scenario editor server of the customer facing cluster.
Note that the Knowledge Data Warehouse loader must reside on a separate server from Self Service and is
located on the agent facing cluster (see Agent Facing Cluster).
For details about setting up your system for reporting, refer to the documentation for each application.
For a list of applications and their associated documentation, see About the Applications.
ATG Commerce
ATG Outreach
ATG Search
This server does not have a user interface, except the Dynamo Admin UI you use to trigger data
summarization.
The management Data Warehouse load server requires an internal individual scenario server that points
to the scenario editor server on the management cluster and an external individual scenario server that
points to the scenario editor server on the customer facing cluster.
For details about setting up your system for reporting, refer to the documentation for each application.
For a list of applications and their associated documentation, see About the Applications.
20
3 - Architecture Overview
Server
Type
Cluster/
Cluster Type
External
Users
External
Scenario
Server
Internal Users
Internal
Scenario
Server
Preview
Users
Preview
Scenario
Server
Customer
Applications/
External
Customer
Users
Customer
SES
NA
NA
NA
NA
CO
Applications/
External
CO Users
CO SES
NA
NA
NA
NA
Agent
Applications/
Internal
Customer
Users
ISS points
to
Customer
SES
Agents and
Service
Administrators
(in svcagent
DB)
Agent
SES
NA
NA
Management
Applications/
Internal
Customer
Users
NA
Management
Users
Not used
Preview
Users
Preview
SES
ARM
Administration/
Internal
Customer
Users
ISS points
to
Customer
SES
ARM
Administrators
(in svcagent
DB)
ISS
points to
Agent
SES
NA
NA
Agent Data
Warehouse
Loader/
Internal
Customer
Users
ISS points
to
Customer
SES
Dynamo
Administration
Users
ISS
points to
Agent
SES
NA
NA
Management
Data
Warehouse
Loader/
Internal
Customer
Users
NA
Dynamo
Administration
Users
Not used
NA
NA
ACI/
Internal
NA
NA
Agents and
Management
Users
NA
NA
NA
Methods on the Data Warehouse Load server are invoked using a Dynamo Admin user interface or run on
a schedule.
21
3 - Architecture Overview
22
3 - Architecture Overview
This chapter details what you need to do to prepare for a successful multiple application installation, and
provides information on how to install and configure multiple ATG applications. Before installing your
ATG applications, read this chapter to become familiar with the installation and configuration instructions
for your application configuration.
The installation and configuration process includes the following steps:
1.
2.
3.
4.
5.
6.
7.
8.
9.
23
4 - Installing and Configuring Multiple Applications
The distribution files and your licenses for the ATG products.
After purchasing your ATG products, gather information about the distribution files
you need to install the products and the licenses you must install to run the products.
Download distribution files from the ATG website (www.atg.com). To determine what
files you need to install the ATG platform and applications, see the installation
instructions for each product. For a list of applications and links to their
documentation, see About the Applications.
You can request licenses through your My ATG account on the ATG website
(www.atg.com).
Locate the ATG documentation for all of the products you will be using.
For a list of applications and links to their documentation, see About the Applications.
See Related Documentation for links to additional documentation related to setting
up and using your ATG applications.
See Architecture Overview for details on configuring your ATG applications to work
together.
Read the installation and configuration instructions for the ATG platform and each
ATG application you are installing.
For instructions on installing and configuring the ATG platform, see the ATG
Installation and Configuration Guide.
For application instructions, refer to each applications documentation. For a list of
applications and their associated documentation, see About the Applications.
For instructions on installing and configuring ATG Service Administration, see the ATG
Service Installation and Configuration Guide.
24
4 - Installing and Configuring Multiple Applications
For information about creating the databases you need for each application and the users associated with
the databases, and for details about the administration and user accounts needed to use your ATG
products, see the installation and configuration instructions for the ATG platform and applications. For a
list of applications and their associated documentation, see About the Applications.
For details about installing your database driver and setting environment variables, refer to the
installation and configuration instructions for the ATG platform and each application you are installing
and to the third party documentation. For a list of ATG applications and their associated documentation,
see About the Applications.
25
4 - Installing and Configuring Multiple Applications
Before installing the applications, review the recommendations for setting up your ATG applications to
work together. See Architecture Overview for details.
Refer to the installation instructions for each application. For a list of applications and their associated
documentation, see About the Applications.
26
4 - Installing and Configuring Multiple Applications
27
4 - Installing and Configuring Multiple Applications
Create the remaining site data. This might be customer-specific data, such as the users.
For details about creating the data you need for an application, refer to each applications
documentation. For a list of applications and their associated documentation, see About the Applications.
28
4 - Installing and Configuring Multiple Applications
Appendix A: Troubleshooting
This appendix provides information to help if you have trouble installing multiple applications.
The table below provides descriptions of messages that you might see or problems that you might
encounter when installing and running multiple applications.
For additional troubleshooting information that is specific to the ATG products you are using, refer to the
documentation for those products. See About the Applications for a list of applications and their
associated documentation.
If you continue to have a problem after consulting this section and performing any recommended
actions, contact ATG Customer Support with a detailed description of the incident.
Symptom
Potential Problem
Possible Solution
29
Appendix A: Troubleshooting
Symptom
Potential Problem
Possible Solution
30
Appendix A: Troubleshooting
Index
installing applications, 23
Campaign Optimizer, 7
Campaign Optimizer server, 18
cluster, 3
Commerce, 8
Commerce Service Center, 8
Content Administration, 9
customer facing cluster, 18
customer facing server, 4
Customer Intelligence, 10
Customer Intelligence instance, 19
D
Data Warehouse server
about, 4
agent, 19
management, 20
K
Knowledge, 11
M
management cluster, 17
Management Data Warehouse server, 20
management server, 3
Merchandising, 11
R
repositories
shared, 5
Response Management, 12
Response Management Administration server, 17
S
scenario servers, 5, 20
scenarios
external, 5
internal, 5
Search, 13
Search Answer Engine process, 19
Search server. See ATG Search Answer engine
Self Service, 13
Service Administration, 14
shared repositories, 5
T
terminology
agent facing server, 3
ATG Customer Intelligence server, 4
ATG Response Management Administration server, 5
31
Index
ATG Search Answer engine, 5
cluster, 3
customer facing server, 4
Data Warehouse server, 4
external users, 4
internal users, 4
management server, 3
overview, 3
scenario servers, 5
scenarios, 5
shared repositories, 5
Ticketing, 14
troubleshooting, 29
U
users
external, 4
internal, 4
32
Index