PEC-CAB/Current/CABPEGuide/Planning - Revision history

WikiSysop at 14:31, September 23, 2022

2022-09-23T14:31:22Z

WikiSysop at 17:15, May 11, 2022

2022-05-11T17:15:45Z

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

2021-11-09T21:15:27Z

Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:12:44Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:28:34Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Corinne.hicks@genesys.com: Published

2021-09-27T17:31:36Z

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Corinne.hicks@genesys.com: Published

2021-09-21T20:32:03Z

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Corinne.hicks@genesys.com: Published

2021-08-04T19:35:47Z

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Barry.grenon@genesys.com: Published

2021-06-29T14:12:39Z

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{{PEPrerequisites
|DisplayName=Before you begin
|Context=Find out what to do before deploying Genesys Callback.
|LimitationsStatus=No
|HelmStatus=No
|HelmText=Genesys Engagement Service (GES) is the only service that runs in the GES Docker container. The Helm charts included with the GES release provision GES and any Kubernetes infrastructure necessary for GES to run, such as load balancing, autoscaling, ingress control, and monitoring integration.

For information about how to download the Helm charts, see {{SuiteLevelLink|helmchart}}.
|ThirdPartyStatus=No
|ThirdPartyText=For information about setting up your Genesys Engage cloud private edition platform, see {{SuiteLevelLink|softwarereq}}.
|SectionThirdPartyItem={{SectionThirdPartyItem
|ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd
|Notes=GES requires a dedicated, non-clustered Redis instance.
}}{{SectionThirdPartyItem
|ThirdPartyItem=1a407778-58fe-4acd-8ca7-5af8eac31283
}}{{SectionThirdPartyItem
|ThirdPartyItem=2afd763e-337c-47eb-8428-3bafcc89dbca
}}
|StorageStatus=No
|StorageText=The primary contributor to the size of a callback record is the amount of user data that is attached to a callback. Since this is an open-ended field, and the composition will differ from customer to customer, it is difficult to state the precise storage requirements of GES for a given deployment. To assist you, the following table lists the results of testing done in an internal Genesys development environment and shows the impact that user data has when it comes to the storage requirements for both Redis and Postgres.
{{{!}} class="wikitable"
!Test
!Redis size
!'''Postgres size (MB)'''
{{!}}-
{{!}}10,000 Scheduled Callbacks with no user data
{{!}}26.51 MB
{{!}}41.1 MB
{{!}}-
{{!}}10,000 Scheduled Callbacks with 10 KB of user data
{{!}}64.44 MB
{{!}}252.91 MB
{{!}}-
{{!}}10,000 Scheduled Callbacks with 100k of user data
{{!}}110.58 MB
{{!}}595.79 MB
{{!}}}
'''''Note:''' This is 100k of randomized string in a single field in the user data.''

===Hardware requirements===
Genesys strongly recommends the following hardware requirements to run GES with a single tenant. The requirements are based on running GES in a multi-tenanted environment and scaled down accordingly. Use these guidelines, coupled with the callback storage information listed above, to gauge the precise requirements needed to ensure that GES runs smoothly in your deployment.

====GES====
(Based on [https://aws.amazon.com/ec2/instance-types/t3/ t3.medium])

*vCPUs: 1
*Memory: 2 GiB
*Network burst: 5 Gbps

====Redis====
(Based on [https://aws.amazon.com/ec2/instance-types/r5/ cache.r5.large]) Redis is essential to GES service availability. Deploy two of the Redis caches in a cluster; the second cache acts as a replica of the first. For more information, see {{Link-SomewhereInThisVersion|manual=CABPEGuide|topic=Architecture|display text=Architecture}}.

GES requires a dedicated, non-clustered Redis instance.

*vCPUs: 1
*Memory: 8 GiB
*Network burst: 10 Gbps

====PostgreSQL====
(Based on [https://aws.amazon.com/ec2/instance-types/t3/ db.t3.medium])

*vCPUs: 2
*Memory: 4 GiB
*Network burst: 5 Gbps
*Storage: 100 GiB
|NetworkStatus=No
|NetworkText=Incoming connections to the GES deployment are handled either through the UI or through the external API. For information about how to use the external API, see the [https://developer.genesyscloud.com/reference/engagement/ Genesys Engage Developer Center].

===Connection topology===
The diagram below shows the incoming and outgoing connections amongst GES and other Genesys and third-party software such as Redis, PostgreSQL, and Prometheus. In the diagram, Prometheus is shown as being part of the broader Kubernetes deployment, although this is not a requirement. What's important is that Prometheus is able to reach the internal load balancer for GES.

The other important thing to note is that, depending on the use case, GES might communicate with Firebase and CAPTCHA over the open internet. This is not part of the default callback offering, but if you use {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackPushNotification|display text=Push Notifications}} with your callback service, then GES must be able to connect to Firebase over TLS.  The use of Push Notifications or CAPTCHA is optional and not necessary for the basic callback scenarios.

GES requires a dedicated, non-clustered Redis instance.

[[File:ges_connectiontopology_privateedition_diagram.png|center|800px]]

===Web application firewall rules===
Information in the following sections is based on NGINX configuration used by GES in an Azure cloud environment.

====Cookies and session requirements====
When interacting with the UI, GES and GWS ensure that the user's browser has the appropriate session cookies. By default, UI sessions time out after 15 minutes of inactivity.

The external Engagement API does not require session management or the use of cookies, but it is important that the GES API key be provided in the request headers in the '''{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackRESTAPIsandTutorials|anchor=AccessingCallbackAPIs|display text=X-API-Key}}''' field.

For ingress to GES, allow requests to only the following paths to be forwarded to GES:

- /ges/ 
- /engagement/v3/callbacks/create 
- /engagement/v3/callbacks/cancel 
- /engagement/v3/callbacks/retrieve 
- /engagement/v3/callbacks/availability/ 
- /engagement/v3/callbacks/queue-status/ 
- /engagement/v3/callbacks/open-for/ 
- /engagement/v3/estimated-wait-time 
- /engagement/v3/call-in/requests/create 
- /engagement/v3/statistics/operations/get-statistic-ex

In addition to allowing connections to only these paths, ensure that the <tt>ccid</tt> or <tt>ContactCenterID</tt> headers on any incoming requests are empty. This enhances security of the GES deployment; it prevents the use of external APIs by an actor who has only the CCID of the contact center.

====TLS/SSL certificate configuration====
There are no special TLS certificate requirements for the GES/Genesys Callback web-based UI.

====Subnet requirements====
There are no special requirements for sizing or creating an IP subnet for GES above and beyond the demands of the broader Kubernetes cluster.
|BrowserStatus=No
|BrowserText=The Genesys Callback user interface is supported in the following browsers.
|SectionBrowser={{SectionBrowser
|Browser=a1c5ae9e-3ec5-450a-8518-2ee52f956d3f
}}{{SectionBrowser
|Browser=4f7728b3-945a-440d-8003-5a2f4043240c
}}{{SectionBrowser
|Browser=a19c4594-2cac-422e-9f58-0123de3fa7c8
}}{{SectionBrowser
|Browser=8c8ffa24-11cf-4387-aa39-120675d9c1ae
}}
|DependenciesStatus=No
|DependenciesText=GES has dependencies on several other Genesys services. You must deploy the services on which GES depends and verify that each is working as expected ''before'' you provision and configure GES. If you follow this advice, then – if any issues arise during the provisioning of GES – you can be reasonably assured that the fault lies in how GES is provisioned, rather than in a downstream program.

GES/Callback requires your environment to contain supported releases of the following Genesys services, which must be deployed before you deploy Callback:

*GWS
*Voice Microservices
*Designer

For detailed information about the correct order of services deployment, see {{SuiteLevelLink|deployorder}}.
|GDPRStatus=No
|GDPRText=Callback records are stored for 14 days. The 14-day TTL setting starts at the Desired Callback Time. The <code>Callback TTL (seconds)</code> setting in the {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=CALLBACK_SETTINGS}} data table has no effect on callback record storage duration; 14 days is a fixed value for all callback records.

For more information, see {{SuiteLevelLink|gdpr}}.
|PEPageType=bf21dc7c-597d-4bbe-8df2-a2a64bd3f167
}}

@@ Line 51: / Line 51: @@
 ====Redis====
-(Based on [https://aws.amazon.com/ec2/instance-types/r5/ cache.r5.large]) Redis is essential to GES service availability. Deploy two of the Redis caches in a cluster; the second cache acts as a replica of the first. For more information, see {{Link-SomewhereInThisVersion|manual=CABPEGuide|topic=Architecture|display text=Architecture}}.
+(Based on [https://aws.amazon.com/ec2/instance-types/r5/ cache.r5.large]) Redis is essential to GES service availability. Deploy two of the Redis caches in a cluster; the second cache acts as a replica of the first. For more information, see {{Link-SomewhereInThisVersion|manual=CABPEGuide|topic=ArchitectureMain|display text=Architecture}}.
 GES requires a dedicated, non-clustered Redis instance. Callback data is stored in Redis memory.

@@ Line 13: / Line 13: @@
 |SectionThirdPartyItem={{SectionThirdPartyItem
 |ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd
-|Notes=GES requires a dedicated, non-clustered Redis instance.
+|Notes=You require the following information for GES deployment:
 }}{{SectionThirdPartyItem
 |ThirdPartyItem=1a407778-58fe-4acd-8ca7-5af8eac31283
 }}{{SectionThirdPartyItem
 |ThirdPartyItem=2afd763e-337c-47eb-8428-3bafcc89dbca
@@ Line 51: / Line 67: @@
 ====Redis====
-(Based on [https://aws.amazon.com/ec2/instance-types/r5/ cache.r5.large]) Redis is essential to GES service availability. Deploy two of the Redis caches in a cluster; the second cache acts as a replica of the first. For more information, see {{Link-SomewhereInThisVersion|manual=CABPEGuide|topic=ArchitectureMain|display text=Architecture}}.
+(Based on [https://aws.amazon.com/ec2/instance-types/r5/ cache.r5.large]) Redis is essential to GES service availability. Deploy two Redis caches in a cluster; the second cache acts as a replica of the first. For more information, see {{Link-SomewhereInThisVersion|manual=CABPEGuide|topic=ArchitectureMain|display text=Architecture}}.
-GES requires a dedicated, non-clustered Redis instance. Callback data is stored in Redis memory.
+Callback data is stored in Redis memory.
 *vCPUs: 1
@@ Line 142: / Line 158: @@
 The other important thing to note is that, depending on the use case, GES might communicate with Firebase and CAPTCHA over the open internet. This is not part of the default callback offering, but if you use {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackPushNotification|display text=Push Notifications}} with your callback service, then GES must be able to connect to Firebase over TLS. <!-- Similarly, if you plan to use {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackCaptcha|display text=CAPTCHA}} to verify that a human booked a callback request from a web widget (or to leverage reCAPTCHA for other Genesys Multicloud CX services), then GES must be able to connect to Google's CAPTCHA service.--> The use of Push Notifications or CAPTCHA is optional and not necessary for the basic callback scenarios.
 [[File:ges_connection_topology_private_edition_diagram.png|center|800px]]
@@ Line 191: / Line 205: @@
 GES/Callback requires your environment to contain supported releases of the following Genesys services, which must be deployed before you deploy Callback:
-*GWS
+*Genesys Web Services and Applications (GWS)
-*Voice Microservices
+*Genesys Authentication
 *Designer
 For detailed information about the correct order of services deployment, see {{SuiteLevelLink|deployorder}}.
 |GDPRStatus=No
-|GDPRText=Callback records are stored for 14 days. The 14-day TTL setting starts at the Desired Callback Time. The <code>Callback TTL (seconds)</code> setting in the {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=CALLBACK_SETTINGS}} data table has no effect on callback record storage duration; 14 days is a fixed value for all callback records.
+|GDPRText=Callback records are stored for 14 days. The 14-day TTL setting starts at the Desired Callback Time. The <tt>Callback TTL (seconds)</tt> setting in the {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=CALLBACK_SETTINGS}} data table has no effect on callback record storage duration; 14 days is a fixed value for all callback records.
 |PEPageType=bf21dc7c-597d-4bbe-8df2-a2a64bd3f167
 }}

@@ Line 4: / Line 4: @@
 |LimitationsStatus=No
 |HelmStatus=No
-|HelmText=Genesys Multicloud CXment Service (GES) is the only service that runs in the GES Docker container. The Helm charts included with the GES release provision GES and any Kubernetes infrastructure necessary for GES to run, such as load balancing, autoscaling, ingress control, and monitoring integration.
+|HelmText=Genesys Engagement Service (GES) is the only service that runs in the GES Docker container. The Helm charts included with the GES release provision GES and any Kubernetes infrastructure necessary for GES to run, such as load balancing, autoscaling, ingress control, and monitoring integration.
 For information about how to download the Helm charts, see {{SuiteLevelLink|helmchart}}.

@@ Line 10: / Line 10: @@
 See {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=CallbackHelm|display text=Helm charts and containers for Callback}} for the Helm chart version you must download for your release.
 |ThirdPartyStatus=No
-|ThirdPartyText=For information about setting up your Genesys Engage cloud private edition platform, see {{SuiteLevelLink|softwarereq}}.
+|ThirdPartyText=For information about setting up your Genesys Multicloud CX private edition platform, see {{SuiteLevelLink|softwarereq}}.
 |SectionThirdPartyItem={{SectionThirdPartyItem
 |ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd

@@ Line 66: / Line 66: @@
 *Network burst: 5 Gbps
 *Storage: 100 GiB
 |NetworkStatus=No
 |NetworkText=Incoming connections to the GES deployment are handled either through the UI or through the external API. For information about how to use the external API, see the [https://developer.genesyscloud.com/reference/engagement/ Genesys Engage Developer Center].
@@ Line 76: / Line 118: @@
 GES requires a dedicated, non-clustered Redis instance.
-[[File:ges_connectiontopology_privateedition_diagram.png|center|800px]]
+[[File:ges_connection_topology_private_edition_diagram.png|center|800px]]
 ===Web application firewall rules===

@@ Line 7: / Line 7: @@
 For information about how to download the Helm charts, see {{SuiteLevelLink|helmchart}}.
 |ThirdPartyStatus=No
 |ThirdPartyText=For information about setting up your Genesys Engage cloud private edition platform, see {{SuiteLevelLink|softwarereq}}.
@@ Line 80: / Line 82: @@
 ====Cookies and session requirements====
-When interacting with the UI, GES and GWS ensure that the user's browser has the appropriate session cookies. By default, UI sessions time out after 15 minutes of inactivity.
+When interacting with the UI, GES and GWS ensure that the user's browser has the appropriate session cookies. By default, UI sessions time out after 20 minutes of inactivity.
 The external Engagement API does not require session management or the use of cookies, but it is important that the GES API key be provided in the request headers in the '''{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackRESTAPIsandTutorials|anchor=AccessingCallbackAPIs|display text=X-API-Key}}''' field.