Migrate Genesys Interaction Recording from a Single Tenant to a Multi-Tenant Deployment

This page describes the deployment steps required to migrate Genesys Interaction Recording from a single tenant deployment to a multi-tenant deployment.

Important

Before performing the upgrade procedure verify that a multi-tenant configuration server is deployed in your deployment.

To successfully migrate GIR from a single tenant to a multi tenant deployment, you must perform the following procedures in the order presented:

Genesys Administrator Extension (GAX): GAX is already installed in a single-tenant deployment. Therefore, when migrating from a single-tenant to a multi-tenant deployment you do not have to install GAX.

Interaction Recording Web Services (or Web Services and Applications if you're using version 8.5.210.02 or earlier)
In a multi-tenanted deployment, each tenant must deploy a separate instance of Interaction Recording Web Services (Web Services).
Perform the steps in the Interaction Recording Web Services (Web Services and Applications) pages.
When performing these steps consider and perform the following instructions for each additional tenant added to the existing tenant:
WebDAV [+] Show steps.
- In a multi-tenancy deployment, GIR should deploy a separate instance of Interaction Recording Web Services (Web Services), to store and manage the recording files. Each tenant should deploy a separate WebDAV Server instance. For details, follow the instructions in the Deploy the WebDAV Storage Server section.
Cassandra [+] Show steps.
Important
When migrating from a single-tenant to a multi-tenant deployment you do not have to deploy Cassandra since it is already deployed in the single-tenant deployment. When migrating you only need to add a keyspace per tenant. The existing keyspace (sipfs) will continue to be used for the existing tenant only.
- Each tenant must have a separate keyspace for Interaction Recording Web Services (Web Services) on Cassandra. Follow the steps in either Initializing Cassandra or in the Initializing Cassandra section in the Web Services and Applications Deployment Guide (if you are using GIR version 8.5.210.02 or earlier) with the following exceptions:
  - When deploying ks-schema file, replace the keyspace name from sipfs to a tenant-specific name such as sipfs1 as follows:
```
create keyspace sipfs1
  with placement_strategy = 'SimpleStrategy'
  and strategy_options = {replication_factor : 1}
  and durable_writes = true;
```
  - After the keyspace is created, update the schema file cf-schema.txt by changing the first line from sipfs to the tenant-specific keyspace name sipfs1 as follows:
```
use sipfs1;
create column family accounts
  with column_type = 'Standard'
  and comparator = 'UTF8Type'
  and default_validation_class = 'BytesType'
  and key_validation_class = 'UTF8Type'
  and read_repair_chance = 0.1
  and dclocal_read_repair_chance = 0.0
  and gc_grace = 864000
  and min_compaction_threshold = 4
  and max_compaction_threshold = 32
  and replicate_on_write = true
  and compaction_strategy = 'org.apache.cassandra.db.compaction.SizeTieredCompactionStrategy'
  and caching = 'KEYS_ONLY'
  and compression_options = {'sstable_compression' : 'org.apache.cassandra.io.compress.SnappyCompressor'};
```
Elasticsearch [+] Show steps.
- In a multi-tenancy deployment, the recommended deployment approach for Elasticsearch is a standalone Elasticsearch cluster shared across multiple tenants, with each tenant owning separate indexes. The minimum number of Elasticsearch nodes that should be deployed in a High Availability (HA) environment is 3. To deploy Elasticsearch properly for a multi-tenant deployment, refer to either the Elasticsearch section on the Configuring Features page or to the Prerequisites section in the Web Services and Applications Deployment Guide (if you're using GIR version 8.5.210.02 or earlier).
Interaction Recording Web Services [+] Show steps.
- If you are deploying Interaction Recording Web Services (Web Services) for a multi-tenancy deployment, you must create a separate Interaction Recording Web Services (Web Services) instance for each tenant (Note: Each instance can be a cluster of 2 or more High Availability nodes):
1. Create the following two application objects per tenant in the Genesys configuration environment:
  - A Genesys Generic Server application named IRWS Cluster application (or WS Cluster application for Web Services).
  - A Genesys Generic Client named IRWS Node application (or WS Node for Web Services).
  To create the application templates for WS_Node and Web_Services_and_Application_852, follow the steps in the Installing section of the Web Services and Applications Deployment guide.
2. Create the IRWS Cluster application object by following the instructions in the Creating the IRWS Cluster Application section.
  Create the WS_Cluster application object by following the instructions in the Creating the WS Cluster Application section.
  For a multi-tenancy deployment, change the instructions in this section as follows:
  - Change the name to IRWS_Cluster_<tenant> (WS_Cluster_<tenant>), where <tenant> is the tenant name.
  - In the Tenants tab, click Add, select the tenant object that you want to configure for Interaction Recording Web Services (Web Services) and click OK.
  - For Interaction Recording Web Services, make the connection to the IRWS_Cluster_<Tenant> application and name the application IRWS_Node_<Tenant>, where <tenant> is the tenant name.
  - For Web Services, make the connection to the WS_Cluster_<Tenant> application and name the application WS_Node_<Tenant>, where <tenant> is the tenant name.
3. For each Interaction Recording Web Services (Web Services) tenant instance, the Jetty genconfig/application.yaml must have the following parameters:
  - keyspace: <Cassandra keyspace assigned to this tenant as per “Create separate keyspace”>
  - nodes: <the shared Cassandra nodes>
4. For each Interaction Recording Web Services (Web Services) tenant instance, the Jetty genconfig/application.yaml must have the following parameters (if you are using Web Services and Application version 8.5.201.09 or earlier modify the server-settings.yaml and not application.yaml):
  - externalApiUrlV2: http://<tenant-specific Interaction Recording Web Services (Web Services) load balancer URL>/api/v2
  - internalApiUrlV2: http://<tenant-specific Interaction Recording Web Services (Web Services) load balancer URL>/internal-api
  - undocumentedExternalApiUrl: http://<tenant-specific Interaction Recording Web Services (Web Services) load balancer URL>/internal-api
  - applicationName: <the WS_Node_<Tenant> name assigned for this tenant>
  - crClusterName: <Elastic Search cluster name as per cluster.name>
  - crossOriginSettings/allowedOrigins: <tenant-specific Interaction Recording Web Services (Web Services) Servers>,<tenant-specific SpeechMiner Web Servers>
5. Configure Voice Recordings: Follow the same instructions as the single tenant instructions. Whenever Interaction Recording Web Services server (Web Services server) is specified replace it with the tenant-specific Interaction Recording Web Services server (Web Services server) instance.
  When reference is made to the storage credentials, use the tenant-specific WebDAV Server credentials as configured in the WebDAV Server section above.
6. Configure Screen Recordings: Follow the same instructions as the single tenant instructions. Whenever Interaction Recording Web Services server (Web Services server) is specified replace it with the tenant-specific Interaction Recording Web Services server (Web Services server) instance.
  When reference is made to the storage credentials, use the tenant-specific WebDAV Server credentials as configured in the WebDAV Server section above.
SIP Server
In a multi-tenant deployment, each tenant must deploy a separate SIP Server tenant instance, each with its own tenant-specific switch object.
The GIR deployment instructions for SIP Server are the same as those for a single tenant and must be performed for for each additional tenant added to the existing tenant:

Genesys Voice Platform (GVP)
GVP is a shared resource for all tenants. Follow the instructions in this link to deploy the Resource Manager and Media Control Platform that are shared for all tenants.
When creating the tenant-specific IVR profile, change the steps as follows:
Important
A new voice platform profile is should be created for each new tenant. The existing voice platform profile associated with the Environment tenant will be used for the existing tenant only.
[+] Show steps.
Step #1:
1. Under GAX, switch the view to the tenant you want to configure.
2. Navigate to Configuration > System > Configuration Manager and under Voice Platform, select Voice Platform Profiles and click New.
Step #3:
1. Change recordingclient.callrec_authorization to rp_username and re_password.
Step #4:
1. In the Recording tab, following the same instructions, but change the following parameters with tenant-specific information:
  - Storage destination— http://<Tenant WebDAV Server>
  - Storage HTTP Authorization header— <Tenant WebDAV Server authorization>
  - Recording Processor— URI – http://<Tenant Recording Processor Host>/api/contact-centers/<Contact Center Domain Name>//recordings/
  - SpeechMiner Interaction Receiver— http://<Tenant Interaction Receiver>
  - SpeechMiner Interaction Receiver Authorization header— <Tenant Interaction Receiver authorization>
Interaction Concentrator (ICON)
When following the instructions in this page, use a tenant-specific instance of ICON and ICON DB.

Important

A new ICON instance and a new ICON DB instance should be created for each new tenant. The existing ICON and a ICON DB instances associated with the Environment tenant will be used for the existing tenant only.

Recording Processor Script
Follow the instructions in this page except for the following.

Important
A new Recording Processor (RP) instance should be created for each new tenant. The new RP instance should be configured to reference the appropriate tenant specific component instances. The existing RP instance will be used for the existing tenant only.
1. Deploy separate instances of the Recording Processor for each tenant.
2. Replace the following configuration parameters with tenant-specific instances of Interaction Recording Web Services (or Web Services and Applications if you're using version 8.5.210.02 or earlier) and ICON DB: [+] Show parameters.
  - htcc.base_uri
  - htcc.username
  - htcc.password
  - icon_db_servers

Recording Crypto Server (RCS)
When deploying RCS use a tenant-specific instance of RCS.

Important
A new RCS instance should be created for each new tenant. The existing RCS instance will be used for the existing tenant only.

Follow the instructions in this page, except for the following:
[+] Show steps.
- In the RCS application object, replace the following parameters with tenant-specific instances of Interaction Recording Web Services (or Web Services and Applications if you're using version 8.5.210.02 or earlier):
  - htcc.baseurl
  - htcc.user
  - htcc.password
  - cors.allow-origins
- In the Annex tab for the specific tenant object:
1. Create a new section called Recording.
2. Create a parameter called: Rcsurl.
3. Set its value to the RCS HTTP address for this tenant.

Recording Plug-in for GAX
Execute the Solution Deploy SPD file for each additional tenant, in order to create the appropriate tenant Access Groups, Roles, and Permissions. For additional information, refer to the Example Solution SPD File page.

Deploying Encryption
Follow the instructions in this page and perform the following for each additional tenant: [+] Show steps.
1. Upload tenant certificates:
2. For each tenant, configure the decryption proxy by following the steps in the Setting up the Decryption Proxy section.
  Note: Replace Web Services and RCS URI with the tenant-specific addresses.
Screen Recording Service
Follow the instructions in this page for each additional tenant.
When using the command line to install the SR Service, change the /server parameter in the setup to point to the Interaction Recording Web Services (Web Services) tenant instance. For example: setup.exe /server="http://<web services host>:80".

Screen Recording Service - Advanced Configuration
Follow the instructions in this page for each additional tenant and replace the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) hot instance with an Interaction Recording Web Services (Web Services) tenant instance.

Recording Muxer
Follow the instructions in this page to deploy tenant-specific instances of Muxer to each additional tenant.
Replace the following parameters with tenant-specific values: [+] Show parameters.
- htcc.base_uri
- htcc.contact_center_id
- htcc.username
- htcc.password
- rcs.base_uri
- rcs.username
- rcs.password
- webdav.username
- webdav.password
Interaction Recording Options Reference

Follow the instructions in this page.

User Access
Follow the instructions in this page and consider the following:

Important

Create a new Configuration Manager Application object for the Environment tenant for SpeechMiner access if it does not already exist.

[+] Show notes.

Speech and Text Analytics (SpeechMiner)
When following the instructions in this page create a separate SpeechMiner instance for each additional tenant.
To do this, you must configure the following items for each tenant: [+] Show items.

SpeechMiner Database

Deployment Steps	Description
1	A shared SQL Server instance can be used by all SpeechMiner tenants. All SpeechMiner machines must be configured to connect to the same SQL Server and create a separate SpeechMiner database for each tenant.
2	A separate SpeechMiner database must be configured for each tenant. When installing the database portion of the SpeechMiner installation, create a new database for each tenant.

SQL Server Reporting Services

Deployment Steps	Description
1	A shared SQL Server Reporting Service can be used by all SpeechMiner tenants. All SpeechMiner machines must be configured to connect to the same SQL Server and create a separate SpeechMiner database for each tenant.

SpeechMiner Server Configuration

Deployment Steps	Description
1	For each tenant, create separate application objects for SpeechMiner components: `<Speechminer prefix>_ClientApplications` `<Speechminer prefix>_InteractionReceiver` `<Speechminer prefix>_Platform` `<Speechminer prefix>_Web` Where `<Speechminer prefix>` is a name assigned for the tenant. This name is used later in step #7.
2	For each tenant in the SpeechMiner server, create separate UNC paths for the data directory. The data directory will hold files for Index, plus additional SpeechMiner files for the tenant.
3	After successfully installing the SpeechMiner software on each server, run SMConfig on each server, and set the Database to the tenant-specific SpeechMiner database instance. For example, `speechminer855_sm2` is the database name.
4	In the Sites & Machines page: Configure the paths to folders for the tenant created in step #2 Configure machines for this tenant for Web, Interaction Receiver, and Index Configure the primary/backup configuration server IP:port
5	In the Report Deployment page: Enter the server name for the shared SQL Server Reporting Services and deploy the MRSLibrary and reports for this tenant. After deploying the reports, use Internet Explorer to make sure the connection to the database source is configured. The default location is `http://<SSRS server>/reports`. Click on the database name that was chosen for this tenant. Click on SME to access the data source properties. Verify that the data source has a proper connection. Click Test Connection to validate, and click Apply to save the settings.
6	Follow existing deployment instructions for License, Services, Audio, and Index.
7	In the Recording tab, each tenant has different settings: Configuration Tenant - The tenant name as per the configuration server. Application Name - The SpeechMiner prefix for the application objects as per step #1. Users Access Group - The tenant-specific Access Group that contains the list of SpeechMiner users for the tenant. User Application Name - The name of the new Configuration Manager application object for the tenant as per step #1 in the User Access section above. Note: The default Configuration Manager application object must no longer be used for this purpose. Interaction Receiver - The RP Authorization. RP Authorization - Authorization for the tenant-specific RP. Playback RCS URI - http://<tenant RCS>/rcs External RCS URI – http://<tenant RCS>/rcs HTCC URL - http://<tenant Web Services>

Workspace Desktop Edition

Follow the instructions in this page.

Security (TLS)

Follow the instructions in this page.

Media Lifecycle Management

Follow the instructions in this page and verify that the Interaction-Receiver settings group points to a tenant-specific Interaction Receiver. In the SpeechMiner section, use tenant Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) and tenant Interaction Receiver instances.

Recording Storage Folder Hierarchy
Follow the instructions in this page using a tenant WebDAV server instance.

Feature Configuration
Follow the instructions in this page.
Note: Audio Tones are applicable on a per-tenant basis.

Load Balancing
Follow the instructions in this page and for each tenant create a separate /etc/httpd/conf.d/loadbalancer_tenantN.conf file.
In addition, provide each tenant with a separate balancer rule, ProxyPass and the following URI conventions: [+] Show conventions.

Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier)
- http://loadbalancer/t1/api
- http://loadbalancer/t1/internal-api
- http://loadbalancer/t1/ui
Recording Processor
- http://loadbalancer/t1/rp
Recording Crypto Server
- http://loadbalancer/t1/rcs
Interaction Receiver
- http://loadbalancer/t1/interactionreceiver
WebDAV Server
- http://loadbalancer/t1/webdav

Header add Set-Cookie "ROUTEID=.%{BALANCER_WORKER_ROUTE}e; path=/" env=BALANCER_ROUTE_CHANGED
  
# Web Server for tenant 1
<Proxy balancer://htcc1>
BalancerMember http://htcc1:8080 route=HTCC1
BalancerMember http://htcc2:8080 route=HTCC2
BalancerMember http://htcc3:8080 route=HTCC3
ProxySet stickysession=ROUTEID
</Proxy>
ProxyPass /t1/api balancer://htcc1/api
ProxyPass /t1/internal-api balancer://htcc1/internal-api
ProxyPass /t1/ui balancer://htcc1/ui
  
  
# RP for tenant 1
<Proxy balancer://rp1>
BalancerMember http://rp1:8889
BalancerMember http://rp2:8889
</Proxy>
ProxyPass /t1/rp/api balancer://rp1/api
  
  
# RCS for tenant 1
<Proxy balancer://rcs1>
BalancerMember http://rcs1:8008 connectiontimeout=10000ms route=RCS
BalancerMember http://rcs2:8008 connectiontimeout=10000ms route=RCS_b
</Proxy>
ProxyPass /t1/rcs balancer://rcs1/rcs stickysession=JSESSIONID
  
  
# Interaction Receiver for tenant 1
<Proxy balancer://sm1>
BalancerMember http://ir1
BalancerMember http://ir2 status=H
</Proxy>
ProxyPass /t1/interactionreceiver balancer://sm1/interactionreceiver
  
# WebDAV for tenant 1
<Proxy balancer://webdav1>
BalancerMember http://webdav1
BalancerMember http://webdav2 status=H
</Proxy>
ProxyPass /t1/webdav/recordings balancer://webdav1/recordings
ProxyPass /t1/webdav/dest2 balancer://webdav1/dest2

Deployment Steps	Description
1	In order to restrict log-in to the SpeechMiner UI, create a new Configuration Manager object for the Environment tenant (used for SpeechMiner access), so that only users associated with the Environment tenant can access the SpeechMiner instance configured for the Environment tenant. The tenant specific Configuration Manager object must be restricted to Environment tenant users only (that is, Environment\Administrators and Environment\Users) and super administrators. Backup the default Configuration Manager object, since this object is accessible by all users from all tenants. For the tenant-specific Configuration Manager object, the permission must be restricted to tenant users (for example, `TenantN\Administrators` and `TenantN\Users`), and super administrators. For example for CME:
2	The agent hierarchy for each tenant must be configured to ensure the agents for each tenant are on a different agent hierarchy. While the previous step prevents a user from connecting to a SpeechMiner UI associated with a tenant the specific user is not allowed to use, the agent hierarchy ensures a unified hierarchy for all users in the Management Framework. For example, `recording.agent_hierarchy` for users in Tenant 1 would start with `/Tenant1`. Sub-teams could be a child of /Tenant1.
3	Users of each tenant will be assigned to the appropriate Roles in each tenant created by the Recording SPD. The Environment tenant should not be expected to have the Roles created by the SPD.
4	Users of each tenant will be assigned to the appropriate Access Groups in each tenant (but not the Environment tenant). Although the Recording SPD always creates a "/" for each tenant, it is recommended (per step #2) to create a `/TenantX` Access Group object and assign it to the appropriate tenant users.

Migrate Genesys Interaction Recording from a Single Tenant to a Multi-Tenant Deployment

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