Deploying Genesys Interaction Recording in a Multi-Tenant Deployment

Installation Considerations

This section describes the deployment steps required to configure GIR in a Multi-Tenant Configuration Server.

Important

• If you are currently working with a single-tenant deployment do not follow the instructions on this page, instead following the instructions in the Migrate Genesys Interaction Recording from a Single Tenant to a Multi-Tenant Deployment page.
• Each component should be sized according to the tenant sizing needs.

Once the deployment steps are completed, each tenant will include the following items:

[+] Show items.

• Users (that is, only users within a tenant are allowed to access GIR).
• Permissions.
• Access control of voice and screen recordings for search, view and playback.
• The ability to view the agent hierarchy.
• Recording conditions (full time recording, selective recording).
• Recording retention policies.
• Recording storage location and policies.
• Recording backup policies.
• Audit logs.
• Use of encryption keys.
• Administration of encryption keys.
• Screen recording policies.
• Quality management functionalities.

Multi-tenant Components

The following is a list of the components that can be deployed as multi-tenant components:

[+] Show multi-tenant components.

Important

When working with shared components across multiple tenants, you must verify that the components are sized properly and that shared components can handle the aggregate recording volume for all tenants.

• Management Framework
• GAX
• SQL Server
• SQL Server Reporting Services
• Cassandra
• Elasticsearch
• GVP Resource Manager
• GVP Media Control Platform

Deploying Multi-Tenancy

This section provides the tasks required to install and configure the Genesys components and features for Genesys Interaction Recording (GIR).

To successfully deploy GIR in a multi-tenant deployment, you must perform the following procedures in the order presented:

1. Genesys Administrator Extension


2. 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). Consider and perform the following instructions while performing the steps in the Interaction Recording Web Services (Web Services and Applications) pages:
   WebDAV [+] Show steps.
   • In a multi-tenant 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.
   • Cassandra is a shared service across multiple tenants. To deploy Cassandra, follow the instructions in the Deploy the Cassandra Database section.
   • 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-tenant deployment, the recommended deployment approach for Elasticsearch is a standalone Elasticsearch cluster shared across multiple tenants, with each tenant owning separate indexes (to enable, set the option indexPerContactCenter to true). 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 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. If you are using version 8.5.210.02 or earlier, follow the steps in the Installing section of the Web Services and Applications Deployment guide. Otherwise, follow the instructions in the Installing page in this guide. Note: that the RWS instructions are different depending on whether you are using Interaction Recording Web Services by itself, or Interaction Recording Web Services together with Web Services.
   2. You must create a separate Cluster application for each tenant (note that this is shared per tenant between Interaction Recording Web Services and Web Services if you are using both services), and a separate Node application per tenant per server instance.

   • For the Cluster application:
     Change the name to IRWS_Cluster_<tenant> or WS_Cluster_<tenant>, depending for which service the cluster is being created, 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 (or Web Services) and click OK.
   • For the Node application:
     For a standalone deployment of 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 (when using version 8.5.210.02 or earlier) or a deployment where Interaction Recording Web Services is being used together with Web Services, make the connection to the WS_Cluster_<Tenant> application and name the application WS_Node_<Tenant> (when using version 8.5.210.02 or earlier), or IRWS_Node_<Tenant> (when using Interaction Recording Web Services together with Web Services) 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.