Deployment

Preparing Engage Configuration for the EX integration

This procedure selects Engage configuration objects, which should be mapped to the EX Org. No information about the EX Org is required to execute this step. It's recommended to complete it before running EXCS for the first time. Otherwise, EXCS would map all eligible configuration objects to the EX Org, which may temporarily impact solution performance by mapping large volume of data and incur some unexpected GC charges.

Review Folder Filtering rules and the rules of selecting individual configuration objects above.
Review Folder Filtering rules and how they are applied to the configuration objects of different types.
Select a folder name to be used for the Engage configuration object selection. Name EX_EVOLUTION is used in this section as an example.
Skills:
- Create a folder EX_EVOLUTION at the root level of the Skills configuration unit and move the Skills to be mapped there
Persons:
- Create a folder EX_EVOLUTION at the root level of the Persons configuration unit and move the Skills to be mapped there
Queues:
- Select a SIP Server, which processes contact center voice calls and is panned to be used as a source for the interaction event injection to the EX Org, and identify a Switch this SIP Server uses.
- Create a folder EX_EVOLUTION at the root level of the DNs configuration unit under the selected Switch and move the queue DNs to be mapped to the EX Org into this folder. The following DN types should be considered:
  1. ACD Queue
  2. Routing Queue
  3. Virtual Queue - select only routing VQs used by the URS for target selection, do not map reporting VQs
  4. Routing Point
Agent Groups
- Identify agent groups (AG) and virtual agent groups (VAG) used for routing or reporting by the Persons selected to be mapped to the EX Org
- Link selected AGs and VAGs to their corresponding queue DNs by applying the following configuration to the properties of these groups:
  - Annex / hybrid / WFM_queue_number = <ROUTING_VQ_DN_NAME>
Supervisors
- Engage Supervisors should be marked as shown below to get a Supervisor role assigned in the EX Org:
  - Person has 'Is Agent' checked
  - Person has Annex/htcc/roles list containing a 'Supervisor' as one of its elements
- If customers use WWE/GWS, then their supervisors should already be configured like this. In other cases this configuration should be added.
Review all objects of all types moved to the EX_EVOLUTION folders for the case-sensitivity conflicts. Resolve those conflicts if found.

Configuring hybrid_integration transaction in CME

EX Org parameters required for the hybrid_integration transaction configuration

The following configuration parameters should be fetched from EX Org to provision the hybrid_integration transaction in the Engage CME. Configuration Alias is used to refer to the value of the EX Org parameter.

Configuration Alias	EX Org Parameter Path	Parameter Description
CFG_ALIAS_EX_ORG_SHORT_NAME	Organization Setting / Organization Details / Short Name	Short name of the EX Org
CFG_ALIAS_EX_ORG_ID	Organization Setting / Organization Details / Advanced / Organization ID	EX Org Organization ID
CFG_ALIAS_EX_ORG_OAUTH_CLIENT_ID	Integrations / OAuth / <OAUTH_CLIENT_NAME> / Client Details / Client ID	OAuth client ID
CFG_ALIAS_EX_ORG_OAUTH_CLIENT_SECRET	Integrations / OAuth / <OAUTH_CLIENT_NAME> / Client Details / Client Secret	OAuth client secret

Transaction Object

Transaction object hybrid_integration contains EXEC configuration. It should be configured as:

Path to the transaction object:
- 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 under each of the tenant. Each transaction should point at a dedicated EX Org. EX Orgs cannot be shared by multiple Engage tenants.
Name: hybrid_integration
Type: List

Transaction Annex Folders

Folder	Parameter Name	Value	Description
general	organization_sname	CFG_ALIAS_EX_ORG_SHORT_NAME	Short name of the EX Org
general	organization_id	CFG_ALIAS_EX_ORG_ID	EX Org Organization ID
general	base_service_url	<GENESYS_CLOUD_API_URL>	Base service URL used for the REST API calls to the EX Org
config_sync	client_id	CFG_ALIAS_EX_ORG_OAUTH_CLIENT_ID	OAuth client ID
config_sync	client_secret	CFG_ALIAS_EX_ORG_OAUTH_CLIENT_SECRET	OAuth client secret
agent_state_sync	client_id	CFG_ALIAS_EX_ORG_OAUTH_CLIENT_ID	OAuth client ID
agent_state_sync	client_secret	CFG_ALIAS_EX_ORG_OAUTH_CLIENT_SECRET	OAuth client secret
conversation_provider	client_id	CFG_ALIAS_EX_ORG_OAUTH_CLIENT_ID	OAuth client ID
conversation_provider	client_secret	CFG_ALIAS_EX_ORG_OAUTH_CLIENT_SECRET	OAuth client secret

Installing EXEC Bootstrap Script

Important

You should always deploy EX Engage Connector using the bootstrap script.

Perform the following items before deploying EX Engage Connector:

Move EXOP bootstrap package downloaded from the FTP (e.g. exop-100.0.100.XX.tgz) to the Bootstrap VM.
Go to the installation directory where the bootstrap script is copied and extract the package.
Under the installation directory, verify if the following files are available:
- .env
- bootstrap.py
- Docker Compose files for EXCS, EXCP, and EXAS
- alerts.yml
- prometheus.yml
Make sure the file is executable: chmod +x bootstrap.py
Run ./bootstrap.py --help and verify if the following screen is displayed:

Welcome to EXEC deployment bootstrap script. Following actions are supported
 
init                                      - Initialize EXEC environment
start                                     - Start EXEC services
stop                                      - Stop EXEC services
restart                                   - Restart EXEC services
update                                    - upgrade/downgrade EXEC services
rollback                                  - rollback EXEC service

Configuring .env file

The .env file contains the description of the EXEC docker environment. Configure all mandatory parameters to describe the environment where EXEC components are planned to be deployed. Bootstrap script converts data from this file into the docker compose yml configuration files.

You can specify parameters for the deployment by overriding the default values in the .env file. See the Parameters table for a full list of overridable values.

Common Parameters

Parameter Name	Description
EXEC_DOCKER_REPOSITORY *	Jfrog Artifactory Edge repository for pulling EXEC images.
EXEC_INFRA_DOCKER_REPOSITORY	Docker repo for Redis, grafana, and Prometheus containers, if empty - docker hub will be used.
EXEC_HOST_LOGS_VOLUME_PATH *	Host path which is mounted inside the container to store logs.
EXEC_ORG_ID *	EX Org ID is taken from the following path in the GC UI Admin view: Organization Settings / Organization Details / Advanced / Organization ID
EXEC_TENANT_ID *	Unique ID to identify the Engage tenant. DBID of the Tenant configuration object in the Engage Configuration DB can be used.
EXEC_REDIS_HOST *	IP Address of the Redis proxy in case of enterprise Redis and IP Address of Redis server in case of Lab environment
EXEC_REDIS_PORT *	Port of Redis server
EXEC_REDIS_SECURE	If the Redis server is password protected via the requirepass option.
EXEC_REDIS_PASSWORD	Do not configure the password in the .env file, provide it as input when you run the bootstrap script
A * indicates mandatory fields.

EXCS Parameters

Parameter Name	Description
EXCS_VM_HOST *	IP Address of VM machine where CS will be deployed
EXCS_PORT *	Config Sync Service port
EXCS_TAG *	Config Sync Service Image Version
EXCS_CONFIG_DB_HOST *	IP Address of Config Database.
EXCS_CONFIG_DB_PORT *	Port Number of Config Database
EXCS_CONFIG_DB_USER *	Config Database Username
EXCS_CONFIG_DB_PASSWORD *	Do not configure the password in the .env file, provide it as input when you run the bootstrap script
EXCS_CONFIG_DB_NAME *	Config Database name
EXCS_CONFIG_DB_TYPE *	Config Database Type
EXCS_SYNC_CUSTOMER_OBJECTS_ONLY	When set to "true", EXCS only synchronizes objects under customer folder hierarchy to Genesys Cloud. Unless SYNC_CUSTOMER_FOLDER_NAME is specified, treat TENANT_NAME as the top-level customer folder. See Folder Filtering section for more information. Default is "false", i.e. all objects of the supported types are synchronized. Values: true/false (default)
EXCS_SYNC_CUSTOMER_FOLDER_NAME	When SYNC_CUSTOMER_OBJECTS_ONLY is set to "true", use the folder name configured here instead of the value of TENANT_NAME.
EXCS_LOG_PATH	File system path for logs. If not provided, logs will be directed to stdout
EXCS_LOG_FILENAME *	File name for logs. If LOG_FILENAME is specified, this environment variable further describes the file name. Example: 'excs-<TENANT_ID>.%Y%m%d_%H%M%S_%L.log'
EXCS_LOG_LEVEL	Defines the EXCS log level. Values: trace, debug, info, warn, error, fatal
A * indicates mandatory fields.

EXAS Parameters

Parameter Name	Description
EXAS_HOST *	IP Address of VM machine where AS will be deployed
EXAS_PORT *	Agent Sync Service port
EXAS_TAG *	Agent Sync Service Image Version.
EXAS_STAT_SERVER_PRIMARY_HOST *	Primary Stat Server's host IP/FQDN
EXAS_STAT_SERVER_PRIMARY_PORT *	Primary Stat Server's port number.
EXAS_STAT_SERVER_BACKUP_HOST *	Backup Stat Server's host IP/FQDN
EXAS_STAT_SERVER_BACKUP_PORT *	Backup Stat Server's port number.
EXAS_LOG_PATH	File system path for logs. If not provided, logs will be directed to stdout
EXAS_LOG_FILENAME *	File name for logs. If LOG_FILENAME is specified, this environment variable further describes the file name. Example: 'exas-<TENANT_ID>.%Y%m%d_%H%M%S_%L.log'
EXAS_LOG_LEVEL	Defines the EXAS log level. Values: trace, debug, info, warn, error, fatal
A * indicates mandatory fields.

EXCP Parameters

Parameter Name	Description
EXCP_1_VM_HOST_PAIR *	VM Host IPAddress list where Conversation Provider service will be running
EXCP_1_PORT *	Conversation Provider Service port
EXCP_1_TAG *	Conversation Provider Container version
EXCP_1_VOICE_SERVER_VQ *	A list of SIP Server host:port for receiving Virtual Queue Events. EXCP should connect to the default port. Format: primary1:port/backup1:port
EXCP_1_VOICE_SERVER_AGENT *	A list of SIP Server host:port for receiving Extension DN Events . EXCP should connect to the default port. Format: primary1:port/backup1:port
EXCP_1_VOICE_SERVER_CALL *	A list of SIP Server host:port for receiving Call Monitoring Events. EXCP should connect to the default port. Format: primary1:port/backup1:port
EXCP_1_LOG_PATH	File system path for logs. If not provided, logs will be directed to stdout
EXCP_1_LOG_FILE_NAME *	File name for logs. If EXCP_1_LOG_FILE_NAME is specified, this environment variable further describes the file name. Example: 'excp-.%Y%m%d_%H%M%S_%L_${TENANT_ID}_${HOSTNAME}.log'
EXCP_1_LOG_LEVEL	Defines the EXCP log level. Values: trace, debug, info, warn, error, fatal
A * indicates mandatory fields.

Deploying EXEC

To set up the EX Engage Connector services, run the init command: ./bootstrap.py --init

The init script performs the following actions:

Prompt for following passwords:
- DB password - The password for the Config database.
- Redis Password - The password for the redis server (if the redis-secure parameter is set to true).
Create a /tmp/.env file containing the provisioning information along with password information.
Extract the VM address for each service and copy the docker-compose file of the respective service to their respective VMs.
Copy the /tmp/.env file to the list of VMs on which the connector services need to be installed and delete the /tmp/.env file.

The docker-compose files and .env files are stored under the exec directory in the home path of the Genesys user.

Starting EXEC Services

After initializing the environment, the EXEC services can be started. If EXEC services are to be started for the first time, it is recommended to start only EXCS service first (

./bootstrap.py --start --service=excs

) and wait until all selected configuration objects are properly synced.

The following commands can be used for specific actions:

./bootstrap.py --start - starts all the EXEC services in their respective VMs configured.
./bootstrap.py --start --service=exas - starts the EXAS service in its respective VM
./bootstrap.py --start --service=excp --pair 1 - starts the EXCP service in both the VMs belonging to excp pair 1
./bootstrap.py --start --service=excp --pair 1 --host 1 - starts the EXCP service in the VM host 1 belonging to excp pair 1

Similarly, all services or a specific service or a specific instance of a service can be stopped using the ./bootstrap.py --stop command. The ./bootstrap.py --restart command can be used to restart all services or a specific service or a specific instance of a service.

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