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

Provisioning EX Engage Connector Conversation Provider

EXCP 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 Connector Conversation Provider, the hybrid_integration transaction object has to be configured.

The Annex folder that contains the EXCP 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

The following environment variables control the EXCP 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.
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_AUTH_PASSWORD	No	Redis password. Open?: How to provide it avoiding configuring it in clear text?
EXCS access
INTERNAL_ELB_FQDN	Yes	EXCS FQDN or IP-address
INTERNAL_ELB_CS_PORT	Yes	EXCS listening port
Engage SIP Server
VOICE_SERVER_CALL	Yes	A list of SIP Server host:port for receiving Call Monitoring Events. EXCP should connect to the default port. Format: primary1:port/backup1:port
VOICE_SERVER_AGENT	Yes	A list of SIP Server host:port for for receiving Extension DN Events. EXCP should connect to the default port. Format: primary1:port/backup1:port
VOICE_SERVER_VQ	Yes	A list of SIP Server host:port for for receiving VQ DN events. EXCP should connect to the default port. Format: primary1:port/backup1:port
DN_REGISTER_DELAY_MS	No	The delay in milliseconds to be applied while registering DNs. DNs will be registered up to the configured chunk size and then a delay will be applied. Default is 1000 milliseconds
DN_REGISTER_CHUNK_SIZE	No	The number of DNs to register before delaying as per the delay set from DN_REGISTER_DELAY_MS. Default is 100
VQ_REGISTER_DELAY_MS	No	The delay in milliseconds to be applied while registering VQs. VQs will be registered up to the configured chunk size and then a delay will be applied. Default is 1000 milliseconds
VQ_REGISTER_CHUNK_SIZE	No	The number of VQs to register before delaying as per the delay set from VQ_REGISTER_DELAY_MS. Default is 100
DN_REGISTER_INTERVAL	No	How often to check if there are new DNs to register. Time in milliseconds. Default is 60000 milliseconds
VQ_REGISTER_INTERVAL	No	How often to check if there are new Vqs to register. Time in milliseconds. Default is 60000 milliseconds
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: 'excp-.%Y%m%d_%H%M%S_%L_${TENANT_ID}_${HOSTNAME}.log'
LOGGING_LEVEL	No	Defines the EXCP log level. Values: trace, debug, info, warn, error, fatal Default value - debug
Other
HTTPS_PROXY	No	HTTPS Proxy server to use for outbound connections to the internet
SERVICES_INTERNAL_PORT	No	EXCP listening port Default: 3630