Contents
Provisioning
Provisioning EX Engage Connector Agent State Sync
EXAS requires an OAuth client with grant type Client Credentials created in the EX Org to connect to GC. The EX Integration role should be assigned the OAuth client.
To provision the Engage Contact Center for Agent Status Synchronization, the hybrid_integration transaction object has to be configured.
EXAS reads configuration information from the hybrid_integration transaction object. This transaction is created and managed in the Engage Configuration DB. EXCS stores the content of this transaction in Redis from where EXAS reads it when needed.
The Location option should be configured as:
- for the single-tenant Engage deployment, the transaction object should be created in the Transactions configuration unit in the Resources structure.
- for the multi-tenant Engage deployment, there must be a separate transaction object for each tenant. Each transaction should point at a dedicated EX Org. EX Orgs cannot be shared by multiple Engage tenants.
The Annex folder that contains the EXAS configuration should be configured as:
- Folder : agent_state_sync
| Key | Parameter | Description |
|---|---|---|
| client_id | Integrations / OAuth / <OAUTH_CLIENT_NAME> / Client Details / Client ID | OAuth client ID |
| client_secret | Integrations / OAuth / <OAUTH_CLIENT_NAME> / Client Details / Client Secret | OAuth client secret |
| agent_polling_interval | time (in seconds) to poll agent list from Redis for possible new or deleted agents to monitor This interval is also used to refresh Agent State Sync's cached hybrid_integration. |
The following environment variables control the EXAS connectivity. They van be configured in the EXEC bootstrap script:
| Variable | Mandatory | Description |
|---|---|---|
| EX Org | ||
| ORG_ID | Yes | EX Org ID taken from the following path in the GC UI Admin view: Organization Settings / Organization Details / Advanced / Organization ID |
| Engage Tenant | ||
| TENANT_ID | Yes | Unique ID to identify the Engage tenant. DBID of the Tenant configuration object in the Engage Configuration DB can be used. |
| TENANT_NAME | No | Human-friendly name to identify the tenant used in all log messages and Prometheus metrics. Defaults to the same value as TENANT_ID if none is provided. |
| Redis | ||
| REDIS_HOST | Yes | Hostname/IP-address of Redis in a format redis://elasticache For the SSL connection it should be set to rediss://elasticache |
| REDIS_PORT | Yes | Redis port (default is 6379) |
| REDIS_PASSWORD | No | Redis password. This environment variable is ignored if CONFIG_FOLDERS variable is defined. |
| CONFIG_FOLDERS | No | Path to a file called 'REDIS-CACHEKEY', which contains Redis password. |
| Engage Stat Server | ||
| STAT_SERVER_PRIMARY_HOST | Yes | Host name or IP-address of the primary stat server |
| STAT_SERVER_PRIMARY_PORT | Yes | Port of the primary stat server |
| STAT_SERVER_BACKUP_HOST | Yes | Host name or IP-address of the backup stat server |
| STAT_SERVER_BACKUP_PORT | Yes | Port of the backup stat server |
| Logging | ||
| LOG_PATH | No | File system path for logs. If not provided, logs will be directed to stdout |
| LOG_FILE_NAME | No | File name for logs. If LOG_PATH is specified, this environment variable further describes the file name. Example: 'exas-<TENANT_ID>.%Y%m%d_%H%M%S_%L.log' |
| LOG_LEVEL | No | Log level |
| Other | ||
| HTTPS_PROXY | No | HTTPS Proxy server to use for outbound connections to the internet |
| SERVICES_INTERNAL_PORT | No | EXAS listening port Default: 3630 |