Before you begin
Find out what to do before deploying IWD.
Limitations and assumptions
The current version of IWD:
- supports single-region model of deployment only
- requires dedicated PostgreSQL deployment per customer
Download the Helm charts
IWD in Genesys Multicloud CX private edition includes the following containers:
The service also includes a Helm chart, which you must deploy to install the required containers for IWD:
See Helm Charts and Containers for IWD and IWD Data Mart for the Helm chart version you must download for your release.
To download the Helm chart, navigate to the iwd folder in the JFrog repository. For information about how to download the Helm charts, see Downloading your Genesys Multicloud CX containers.
|Elasticsearch||7.x||Elasticsearch (ECK) Operator||OpenSearch Helm chart||Used for text searching and indexing. Deployed per service that needs Elasticsearch during runtime.||Yes||Dedicated - one per deployment of IWD|
|Redis||6.x||Redis Enterprise Operator||Redis Helm chart||Used for caching. Only distributions of Redis that support Redis cluster mode are supported, however, some services may not support cluster mode.||No||Dedicated - one per deployment of IWD|
|PostgreSQL||11.x||Relational database.||Optional||Dedicated instance for each tenant (recommended). In case of low load, one instance can host multiple DBs for multiple tenants (supported)|
All data is stored in the PostgreSQL, Elasticsearch, and Digital Channels which are external to IWD.
Sizing of Elasticsearch depends on the load. Allow on average 15 KB per work item, 50 KB per email. This can be adjusted depending on the size of items processed.
External Connections: IWD allows customer to configure webhooks. If configured, this establishes an HTTP or HTTPS connection to the configured host or port.
The following Genesys services are required:
- Genesys authentication service (GAuth)
- Universal Contact Service (UCS)
- Interaction Server
- Digital Channels (Nexus)
For the order in which the Genesys services must be deployed, refer to the Order of services deployment topic in the Setting up Genesys Multicloud CX private edition document.
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