Observability in Voice Microservices

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This topic is part of the manual Voice Microservices Private Edition Guide for version Current of Voice Microservices.

Learn about the logs, metrics, and alerts you should monitor for Voice Microservices.


Private edition services expose metrics that can be scraped by Prometheus, to support monitoring operations and alerting.

  • As described on Monitoring overview and approach, you can use a tool like Grafana to create dashboards that query the Prometheus metrics to visualize operational status.
  • As described on Customizing Alertmanager configuration, you can configure Alertmanager to send notifications to notification providers such as PagerDuty, to notify you when an alert is triggered because a metric has exceeded a defined threshold.

The services expose a number of Genesys-defined and third-party metrics. The metrics that are defined in third-party software used by private edition services are available for you to use as long as the third-party provider still supports them. For descriptions of available Voice Microservices metrics, see:

See also System metrics.

Deploy dashboard and alert dashboards

Deploy dashboards and alert rules using these Helm charts:

  • voice-dashboards – This installs the dashboards that are created to monitor various Voice Services.
  • voice-alertrules – This installs the alert rules that specify what type of alarm must be triggered based on the metrics.
helm repo add helm-staging https://<jfrog artifactory/helm location> --username "$JFROG_USER" --password "$JFROG_PASSWORD"
helm repo update
helm install voice-alertrules -n voice https://<jfrog artifactory/helm location>/voice-monitoring/voice-alertrules-1.0.5.tgz --username "$JFROG_USER" --password "$JFROG_PASSWORD"
helm install voice-dashboards -n voice https://<jfrog artifactory/helm location>/voice-monitoring/voice-dashboards-1.0.8.tgz --username "$JFROG_USER" --password "$JFROG_PASSWORD"

Enable monitoring

You can expose metrics on a service-by-service basis. To do so, edit the Values.yaml file associated with each service, and enable metrics using either the Prometheus operator, or Prometheus Annotation.

  # Enable for Prometheus Annotation
    enabled: false
    path: /metrics


  # Enable for Prometheus operator
    enabled: false
    path: /metrics
    interval: 30s
Service CRD or annotations? Port Endpoint/Selector Metrics update interval
Agent State Service PodMonitor 11000 http://<pod-ipaddress>:11000/metrics 30 seconds
Call State Service Supports both CRD and annotations 11900 http://<pod-ipaddress>:11900/metrics 30 seconds
Config Service Supports both CRD and annotations 9100 http://<pod-ipaddress>:9100/metrics 30 seconds
Dial Plan Service Supports both CRD and annotations 8800 http://<pod-ipaddress>:8800/metrics 30 seconds
FrontEnd Service Supports both CRD and annotations 9101 http://<pod-ipaddress>:9101/metrics 30 seconds
ORS Supports both CRD and annotations 11200 http://<pod-ipaddress>:11200/metrics 30 seconds
Voice Registrar Service Supports both CRD and annotations 11500 http://<pod-ipaddress>:11500/metrics 30 seconds
Voice RQ Service Supports both CRD and annotations 12000 http://<pod-ipaddress>:12000/metrics 30 seconds
Voice SIP Cluster Service Supports both CRD and annotations 11300 http://<pod-ipaddress>:11300/metrics 30 seconds
Voice SIP Proxy Service Supports both CRD and annotations 11400 http://<pod-ipaddress>:11400/metrics 30 seconds
Voicemail Supports both CRD and annotations 8081 http://<pod-ipaddress>:8081/metrics 30 seconds

Configure metrics

The metrics that are exposed by the Voice Microservices are available by default. No further configuration is required in order to define or expose these metrics. You cannot define your own custom metrics.

The Metrics pages linked to above show some of the metrics the Voice Microservices expose. You can also query Prometheus directly or via a dashboard to see all the metrics available from the Voice Microservices.


Private edition services define a number of alerts based on Prometheus metrics thresholds.

You can use general third-party functionality to create rules to trigger alerts based on metrics values you specify. Genesys does not provide support for custom alerts that you create in your environment.

For descriptions of available Voice Microservices alerts, see:

Configure alerts

Private edition services define a number of alerts by default (for Voice Microservices, see the pages linked to above). No further configuration is required.

The alerts are defined as PrometheusRule objects in a prometheus-rule.yaml file in the Helm charts. As described above, Voice Microservices does not support customizing the alerts or defining additional PrometheusRule objects to create alerts based on the service-provided metrics.


Voice Microservices can write logs generated by internal components to the following locations:

Forwarding logs to stdout

You can optionally forward logs from internal components to stdout using a logging sidecar (Genesys currently supports Fluent Bit) and an ephemeral volume (emptyDir). The Fluent Bit sidecar tails the logs and sends them to stdout. For more information, see Sidecar processed logging in the Genesys Multicloud CX Private Edition Operations guide.

The SIPNode logs within the SIP Cluster service can be forwarded to stdout. By default, forwarding logs to stdout is disabled. To enable the log forwarding option, set the following parameters in the voice-sip Helm Chart values.yaml file:

   # Mount an Ephemeral Volume for storing the legacy SIPS logs.
   mountPath: "/opt/genesys/logs/sip_node/SIPS" 
  enabled: true                             # sips-logging-sidecar container will be created
    registry: genesysengagedev.azurecr.io   # Registry from where the images will be fetched
    repository: sre/fluent-bit              # repository and folder where the particular service image is located
    pullPolicy: Always                      # Policy to pull always or only when the image is not there
    tag: 1.8.x                              # fluent-bit version that will be used by the logging sidecar
    create: true                            #Create configmap for sips-logging-sidecar.Set to true in Values.yaml and set to false in canary_values.yaml

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