EX Engage Connector Conversation Provider Service (EXCP)

EXCP is a component responsible for the conversation injection into the GC EX Org. EXCP connects to the default port of an Engage SIP Server and subscribes for a subset of TLib and call monitoring events. Those events are used to obtain information about interactions in the Engage Contact Center. EXCP translates Engage interaction events into the GC events and injects those events into the EX Org using EX REST API. EXCP uses the REST API of the EXCS to obtain the mapping information to translate the Engage object IDs into the GC equivalents.

Two instances of the EXCP should connect to an HA pair of the Engage SIP Servers to support high availability. Both instances connected to the same SIP Server HA pair are subscribed for the same set of events. If one EXCP instance is temporarily unavailable, then the other one continues to listen to the events generated by a SIP Server. Redis is used to deduplicate the events storing only one unique event instance for further processing.

EXCP processes three types of Engage events to build a call representation compatible with the GC call model:

1. Virtual Queue (VQ) DN Events:
   • VQ DNs represent reporting and routing queues in the Engage solution.
   • T-Library events consumed from the VQ DNs: EventQueued and EventDiverted
2. Extension DN Events
   • Extensions DNs is where agents log in to receive or make calls
   • T-Library events consumed from the Extension DNs: EventUserEvent - This event contains the current list of call participants
3. Call Monitoring Events:
   • Those events are not related to any DN and are generated by a SIP Server to provide call progress notifications.
   • Consumed Events: EventCallCreated, EventCallDataChanged, EventCallDeleted, EventCallPartyAdded, EventCallPartyState, and EventCallPartyDeleted

EXCP creates a dedicated SIP Server client to consume each type of events. Those clients can be pointed to one or multiple SIP Servers. Refer to the description of the environment variables VOICE_SERVER_VQ, VOICE_SERVER_AGENT, and VOICE_SERVER_CALL for configuration details.

SIP Servers can be used in different roles in the Engage Contact Centers. SIP Server role defines the types of DNs, which are configured in a Switch used by this SIP Server. The SIP Server roles to DN types associated with this role are:

1. Generic:
   • Description: Usually, SIP Server is configured in smaller contact centers where one SIP Server HA pair can handle the load of the whole contact center.
   • DN Types: Any
2. IVR:
   • Description: IVR applications are hosted on RP DNs. SIP Servers are used in this role in larger environments to implement a 2-layer IVR-agent architecture where IVR processing is handled by the IVR SIP Server. After completing the self-service stage, the call is either terminated or routed to an agent located on a different SIP Server.
   • DN Types: Routing Point (RP)
3. Agent:
   • Description: Agent SIP Server is used to host ag===ents and contains the DNs of type Extension. Usually, it is not responsible for any routing logic.
   • DN Types: Extension
4. VQ:
   • Description: VQ SIP Servers is a centralized place for VQ DNs that are used for reporting and routing for all calls on all sites of a contact center.
   • DN Types: Virtual Queue (VQ)

Single-Site Deployment

In smaller environment one SIP Server HA pair is used to handle the load of the whole contact center. To support this configuration one pair of the EXCP instances is deployed. Both instances are configured to collect all required Engage interaction events from the only SIP Server available in the environment.

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Single-Site Deployment with a Dedicated VQ SIP Server

Engage deployment is considered a single-site even if two SIP Servers are present but one of them is a VQ SIP Server, which contains only VQ DNs configured on its switch. VQ SIP Server never handles a physical call and is used only for distributing events on behalf of the VQ DNs. In this configuration a single pair of EXCP instances is connected to both SIP Server HA pairs. Call monitoring events and events on agent extensions are received from a generic SIP Server. VQ events are consumed from the VQ SIP Server.

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Partial Monitoring of the Multi-Site Environment

Currently, only one pair of the EXCP instances connected to the same SIP Server HA pair, which process call, is allowed per Engage contact center. Interactions process on the other SIP Servers in the same contact center won't be injected into the GC. Existing EXEC implementation can be considered for a pilot deployment, which later can be upgrade to monitor all SIP Servers in the environment when multi-site support feature is available.

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