Deploy Genesys Engagement Service

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This topic is part of the manual Genesys Callback Private Edition Guide for version Current of Callback.

Learn how to deploy Genesys Engagement Service.

Early Adopter Program
Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Early Adopter Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.
Make sure to review Before you begin for the full list of prerequisites required to deploy Genesys Engagement Service.

For solution-level deployment information, see [[PrivateEdition/Current/PEGuide/GetStarted|]].

Deploy the service

  1. Because Genesys Engagement Service (GES) relies on other services, you must ensure that the following have been deployed and configured successfully before you deploy GES:
    • Voice Microservices
    • Designer
    • GWS
    • Agent Setup (you require Agent Setup to create user logins for GES and to assign the necessary privileges)
  2. Create dedicated Redis and Postgres instances for GES. Note the hostname and the credentials to authenticate and then provision Kubernetes secrets to store the following:
    • DB-USER
  3. Create the GES project/namespace:
    This will differ between environments. Be sure to check the instructions specific to the environment in Deploy in OpenShift.
  4. Provision a set of GWS client credentials for GES. You can do this with the following curl command.
    Ges pe create gws key diagram.png
  5. Provision secrets for GES:
    For more information about how GES leverages secrets and how they can be provisioned, see the secrets section.
  6. Create the Helm values file:
    Using information in the Override Helm chart values section, create a Helm values file that describes the details of your GES deployment, secrets, and environment.
    A base Helm values file is included with the GES Helm charts that you receive from Genesys. The GES base file uses the filename, ges-base-values.yaml.
  7. Install the GES Helm charts.
  8. Validate the GES helm charts using:
    > helm upgrade --install --dry-run -n <GES_NAMESPACE> -f <path/to/values.yaml> <GES_RELEASE_NAME> <PATH_TO_GES_HELM_CHART>
    Review the output to ensure that the generated Helm manifest matches your expectations.
  9. Install the GES Helm charts:
    > helm upgrade --install -n <GES_NAMESPACE> -f <path/to/values.yaml> <GES_RELEASE_NAME> <PATH_TO_GES_HELM_CHART>

Deploy in OpenShift

  1. Create the GES Namespace/Project:
    Ges pe deploy in openshift create namespace.png
  2. Switch to the GES project:
    Ges pe deploy in openshift switch to gesproject.png
  3. Create a secret to pull content from the JFrog Artifactory:
    Ges pe deploy in openshift create jfrog secret.png
    You can use a process similar to this one to provision the other secrets necessary for a GES deployment.

Validate the deployment

Once GES has been installed and provisioned following the processes outlined above the best way to do that is to check that Callback and another provisioned services work as intended. In addition, logging in to the UI is a good way to check that privileges are working as well as monitor that callbacks, call ins and other requests have been made successfully.

Validate the UI

Login to the UI.

With a user that has been assigned the Callback Administrator role, attempt to log into the Callback UI. You can do this at <GES_DOMAIN_NAME>/ges.

If you successfully log in, then you see an empty Callback grid as the main feature of the screen:

Ges pe validate ui.png

Navigate to some of the other tabs and verify that no errors pop up in the lower corner of the screen as the system attempts to read and retrieve data.

If, at any point, data fails to load or you are locked out due to insufficient permissions, adjust the roles and privileges assigned to Callback UI users and try again.

Create a callback

There are two ways to create a callback request as an external user. You can create a callback request from the Callback UI or by using the /engagement API. For information about using the Callback UI to create a callback, see Managing callbacks. For information about using the APIs, see Genesys Multicloud CX REST APIs and tutorials for Callback.

Create Call-In request (optional)

The Click-to-Call-In scenario is optional functionality. If you plan to use the Click-to-Call-In feature, see the following pages for more information: