Architecture

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Introduction

The architecture diagram in this topic illustrates a sample deployment of IWD, IWD Data Mart, and Email.

For information about the overall architecture of Genesys Multicloud CX private edition, see the high-level Architecture page.

See also High availability and disaster recovery for information about high availability/disaster recovery architecture.

Architecture diagram — Connections

The numbers on the connection lines refer to the connection numbers in the table that follows the diagram. The direction of the arrows indicates where the connection is initiated (the source) and where an initiated connection connects to (the destination), from the point of view of as a service in the network.

IWDDM Cloud Private Edition.png

Connections table

The connection numbers refer to the numbers on the connection lines in the diagram. The Source, Destination, and Connection Classification columns in the table relate to the direction of the arrows in the Connections diagram above: The source is where the connection is initiated, and the destination is where an initiated connection connects to, from the point of view of as a service in the network. Egress means the service is the source, and Ingress means the service is the destination. Intra-cluster means the connection is between services in the cluster.

Connection Source Destination Protocol Port Classification Data that travels on this connection
1 Email Email Service Provider HTTPS 25, 443, 587, 993 Egress Email pulls email items from IMAP, Gmail, or Graph mailboxes. Pushes email items over SMTP, Graph, or Gmail.
2 Email Intelligent Workload Distribution TCP 4024 (Configurable) Egress Email saves the following data in IWD:
  • Email items
  • Mailbox status
  • Mailbox configuration
3 Source system Application Gateway HTTPS 443 Ingress Data sync on work items.
4 Application Gateway Intelligent Workload Distribution TCP 4024 Ingress Data sync on UI management, work items, configuration details, and reports.
5 IWD Service (Cluster IP) IWD Pod TCP 4024 Ingress Data sync on UI management, work items, configuration details, and reports.
6 Intelligent Workload Distribution Elasticsearch TCP 9200 Egress Data sync on work items.
7 Intelligent Workload Distribution Redis TCP 6379 (Configurable) Egress Runtime cache.
8 Intelligent Workload Distribution PostgreSQL TCP 5432 Egress Data sync on work items, emails, and configuration details.
9 IWD Data Mart Intelligent Workload Distribution TCP 4024 Intra-cluster Retrieves reporting events from IWD.
10 Prometheus Intelligent Workload Distribution TCP 10052 Intra-cluster Metrics for monitoring and alerting with Prometheus.
11 Intelligent Workload Distribution Genesys Web Services and Applications TCP 80 Intra-cluster Task submission (for distribution), task retrieval, task stopping, and task status synchronization are done through GWS (pull).
12 Intelligent Workload Distribution Digital Channels TCP 80 Egress IWD retrieves configuration data such as Tenant service configuration and API keys from Digital Channels.
13 IWD Data Mart Genesys Web Services and Applications HTTP 80 Intra-cluster IWD Data Mart queries GWS to authorize and get token for requests to Digital Channels.
14 IWD Data Mart Genesys Info Mart Postgres DB TCP 5432 Egress Agent details such as name are copied from GIM table to IWD DM table.
15 Genesys Customer Experience Insights IWD Datamart Tenant Postgres DB TCP 5432 Intra-cluster GCXI retrieves data aggregated by IWD Data Mart to present it on the IWD related reports.
16 IWD Data Mart IWD Datamart Tenant Postgres DB TCP 5432 Egress IWD Data Mart job saves the aggregated events.