VM/Current/VMPEGuide/Overview - Revision history

WikiSysop at 08:31, March 27, 2023

2023-03-27T08:31:55Z

WikiSysop at 18:15, September 14, 2022

2022-09-14T18:15:48Z

Corinne.hicks@genesys.com: Published

2021-12-08T15:02:53Z

Published

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

2021-11-09T20:29:16Z

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

Corinne.hicks@genesys.com: Published

2021-11-01T20:42:30Z

Published

Corinne.hicks@genesys.com: Published

2021-06-30T19:23:26Z

Published

New page

{{Article
|Standalone=No
|DisplayName=About Voice Microservices
|Context=Learn about Voice Microservices and how it works in Private Edition.
|ComingSoon=No
|Section={{Section
|sectionHeading=Voice Microservices
|alignment=Vertical
|structuredtext=Voice Microservices is an application cluster that provides the following functionality:

*Handle incoming voice (SIP) interactions
*Route voice and digital (IXN) interactions
*Support outbound interactions
*Provide events stream for reporting
*Support agents across regions

Voice Microservices comprises the following microservices:

*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=SIPCS|display text=Voice SIP Cluster Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=SIPPS|display text=Voice SIP Proxy Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=TenantService|display text=Voice Tenant Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=OrchestrationService|display text=Voice Orchestration Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=AgentStateService|display text=Voice Agent State Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=CallStateService|display text=Voice Call State Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=DialPlanService|display text=Voice Dial Plan Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=ConfigService|display text=Voice Config Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=RegistrarService|display text=Voice Registrar Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=FrontEndService|display text=Voice Front End Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=RedisQueueService|display text=Voice Redis (RQ) Service}}
*{{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Overview|anchor=VoicemailService|display text=Voice Voicemail Service}}
|Status=No
}}{{Section
|sectionHeading=Voice SIP Cluster Service
|anchor=SIPCS
|alignment=Vertical
|structuredtext=The Voice SIP Cluster Service provides the following functionality:

*Handles SIP signaling by running multiple nodes: each node is tenant-independent and uses a Voice Dial Plan Service to resolve tenant-specific information.
*N+1 scalable: Each node starts from a predefined configuration file, which is the same for every node in the cloud.
*Includes a '''js''' controller providing traditional services to SIP Server (LCA, HA link), as well as:
**Publishing TLib events and user data requests for Voice Call State, Voice Orchestration, and Voice Tenant Services.
**Providing the Rest API to handle TLib requests from a Voice Front End Service.
|Status=No
}}{{Section
|sectionHeading=Voice SIP Proxy Service
|anchor=SIPPS
|alignment=Vertical
|structuredtext=The Voice SIP Proxy Service is an intermediate interface among services and the Voice SIP Cluster Service. The Voice SIP Proxy Service provides the following functionality:

*Balances load of SIP signaling across Voice SIP Cluster Service instances.
*Processes SIP REGISTER requests and relays them to Voice Registrar Service.

SIP Proxy adds the following URL into the SIP messaging sent to the SBC:
voice-sipproxy.<nowiki>{{k8s-namespace }}</nowiki>.svc.cluster.local
This is an SRV record created in the K8s DNS when the SIP Proxy Service is deployed. This FQDN depends on the name of a namespace where SIP Proxy Service is deployed.

The DNS used by an SBC is integrated with the K8s DNS service to forward .svc.cluster.local FQDNs K8s DNS.
|Status=No
}}{{Section
|sectionHeading=Voice Tenant Service
|anchor=TenantService
|alignment=Vertical
|structuredtext=The Voice Tenant Service is a core service of the Genesys Engage cloud platform that serves as an application layer between front-end Genesys Engage cloud solutions and shared back-end core services in a region.

The Voice Tenant Service instances are dedicated to a tenant of Genesys Engage cloud platform and provide these main functions: provisioning of tenant resources, such as agents and DNs; routing of interactions within a tenant; execution of outbound campaigns for a tenant; providing call control functionality; participation in authentication workflow for tenant's agents.
|Status=No
}}{{Section
|sectionHeading=Voice Orchestration Service
|anchor=OrchestrationService
|alignment=Vertical
|structuredtext=The Voice Orchestration Service provides the following functionality:

*Interacts with each Voice Tenant Service.
*Provides routing instructions to a Voice Front End Service.
*Provides local routing session states through a storage system.
*Retrieves Route Points (RP) configuration with URLs and parameters of associated Designer SCXML Application from the Voice Config Service.
*Dynamically retrieves Applications from Designer Application Server.
*Compiles Designer Application into a javascript code to be executed with each session.
*Monitors Redis streams for new interactions from SIP Cluster Service, IXN Service or GWS. Orchestration Services retrieve triggering events in a round-robin fashion, thus new interactions are evenly distributed between Orchestration Nodes.
*Starts and executes Voice and digital Sessions when triggered by routing events.
*Reads from Voice RQ Service streams TLib events and user data requests published by Voice SIP Cluster Service.
*Reads from Voice RQ Service streams Interaction (IXN) events and user data requests published by IXN Service.
*Delivers call control and user data update requests to a proper Voice SIP Cluster Service node via the Restful API.
*Delivers new call control requests to a Voice Front End Service via the Restful API.
*Sends requests to URS via a corresponding Tenant Redis stream as a session requires.
*Reads from Voice RQ Service streams URS responses and events.
*Serializes context of sessions into Redis for HA.
*Recovers sessions from Redis in case of ORS failover and continues session execution from the last state it was serialized.
*Processes HTTP requests from MCP and sends events back.
*Provides monitoring and health metrics using the Prometheus API.
|Status=No
}}{{Section
|sectionHeading=Voice Agent State Service
|anchor=AgentStateService
|alignment=Vertical
|structuredtext=The Voice Agent State Service provides the following functionality:

*Maintains agent states in a storage system. Recovers agent states from failure and in case of auto-scaling events.
*Reads agent state requests (RequestAgentLogin, RequestAgentReady, ...) from a Voice Front End Service.
*Updates agent login sessions (through a Voice Config Service) based on those requests.
*Generates agent state events according to the TLib model and provides them to a Voice Tenant Service and reporting clients.
*Reads agent-related interaction events (EventRinging, ...) from a Voice Call State Service and updates agent session accordingly. Provides those events to reporting clients.
*Reads device notifications (in service/out of service) from a Voice Registrar Service and updates agent states accordingly.
*Reads agent reservation requests (RequestReserveAgent) from a Voice Front End Service and grants agent reservation to clients.
|Status=No
}}{{Section
|sectionHeading=Voice Call State Service
|anchor=CallStateService
|alignment=Vertical
|structuredtext=The Voice Call State Service provides the following functionality:

*Reads interaction events from a Voice SIP Cluster Service.
*Reads user data requests from a Voice Front End Service and updates call user data states accordingly.
*Maintains call-thread states in a storage system.
*Recovers call-thread states from failure and in case of auto-scaling events.
*Produces agent-related call events to a Voice Agent State Service.
|Status=No
}}{{Section
|sectionHeading=Voice Dial Plan Service
|anchor=DialPlanService
|alignment=Vertical
|structuredtext=The Voice Dial Plan Service provides the following functionality:

*Provides the HTTP interface to the Voice SIP Cluster Service for device type resolution (internal, external) and dial plan execution, including the number translation.
*Supports Voicemail scenarios.
*Provides the following information to the SIP Cluster Service:
**Device contact
**Agent logged in on the device
**Options configured on the DN or at Person CME object.
|Status=No
}}{{Section
|sectionHeading=Voice Config Service
|anchor=ConfigService
|alignment=Vertical
|structuredtext=The Voice Config Service provides the following functionality:

*Provides access to tenant configuration data through the Rest API.
*Provides the Rest API for services to store and access device registration and agent login information.
*The following services access the configuration:
**Voice Orchestration Service (for obtaining SCXML application details of a Route Point).
**Voice SIP Cluster Service (for obtaining details about a tenant trunk and softswitch).
**Voice Dial Plan Service (for obtaining details about tenants and Dial Plan provisioning).
**Voice SIP Proxy Service (for obtaining details about tenants).
**Voice Registrar Service (for saving details about device registration).
**Voice Agent State Service (for saving details about agent logins).
|Status=No
}}{{Section
|sectionHeading=Voice Registrar Service
|anchor=RegistrarService
|alignment=Vertical
|structuredtext=The Voice Registrar Service provides the following functionality:

*Maintains device states by processing SIP REGISTER messages.
*Stores device registrations through a Voice Config Service.
*Distributes device notifications (EventDNBackInService, EventDNOutOfService) to a Voice Tenant Service. Device notifications can also be used by a Voice Agent State Service for agent state updates.
|Status=No
}}{{Section
|sectionHeading=Voice Front End Service
|anchor=FrontEndService
|alignment=Vertical
|structuredtext=The Voice Front End Service provides the following functionality:

*Delivers call control, user data updates, and distribute event requests to a proper Voice SIP Cluster Service node that handles the call.
*Writes agent state, agent reservation, DND status requests to a storage system (Kafka topic), consumed by a Voice Agent Service.
|Status=No
}}{{Section
|sectionHeading=Voice Redis Queue Service
|anchor=RedisQueueService
|alignment=Vertical
|structuredtext=The Voice Redis Queue (RQ) Service provides the following functionality:

*Distributes TLib events for each voice call or digital interaction to a Voice Orchestration Service from other services, such as a Voice SIP Cluster Service and Interaction Service.
*The Voice RQ Service works as a cluster of nodes, where each node in the cluster accepts client connections and plays primary and backup roles.
*To interact with the Voice RQ Service, the rq-client library is used by other services that take care of computing the RQ node, to which TLib events are sent.
|Status=No
}}{{Section
|sectionHeading=Voice Voicemail Service
|anchor=VoicemailService
|alignment=Vertical
|structuredtext=The Voice Voicemail Service is part of the multi-tenant microservice architecture. It provides the following functionality:

*Provides deposit of voicemail messages to agent and agent group mailboxes.
*Provides access to voice mailboxes by dialing to a voicemail access number.
*Uses the Voice Config Service to retrieve agent configuration and states.
*Stores voicemail recordings and metadata in a storage system.
*Provisioning is done through Agent Setup.
|Status=No
}}
|PEPageType=f94c5001-0cfd-4352-ace3-a27b07d5f3a1
}}

@@ Line 12: / Line 12: @@
 *Azure Kubernetes Service (AKS)
 *Google Kubernetes Engine (GKE)
-*OpenShift Container Platform (OpenShift)
 See the {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=VoiceMicroservices|display text=Voice Microservices Release Notes}} for information about when support was introduced.

@@ Line 6: / Line 6: @@
 |Section={{Section
 |sectionHeading=Supported Kubernetes platforms
 |alignment=Vertical
 |structuredtext=Voice Microservices are supported on the following Kubernetes platforms:
 *Google Kubernetes Engine (GKE)
 *OpenShift Container Platform (OpenShift)

@@ Line 5: / Line 5: @@
 |ComingSoon=No
 |Section={{Section
-|sectionHeading=Cloud platform support
+|sectionHeading=Supported Kubernetes platforms
 |alignment=Vertical
-|structuredtext=Voice Microservices are supported on the following cloud platforms:
+|structuredtext=Voice Microservices are supported on the following Kubernetes platforms:
 *Google Kubernetes Engine (GKE)

@@ Line 71: / Line 71: @@
 |anchor=TenantService
 |alignment=Vertical
-|structuredtext=The Voice Tenant Service is a core service of the Genesys Engage cloud platform that serves as an application layer between front-end Genesys Engage cloud solutions and shared back-end core services in a region.
+|structuredtext=The Voice Tenant Service is a core service of the Genesys Multicloud CX platform that serves as an application layer between front-end Genesys Multicloud CX solutions and shared back-end core services in a region.
-The Voice Tenant Service instances are dedicated to a tenant of Genesys Engage cloud platform and provide these main functions: provisioning of tenant resources, such as agents and DNs; routing of interactions within a tenant; execution of outbound campaigns for a tenant; providing call control functionality; participation in authentication workflow for tenant's agents.
+The Voice Tenant Service instances are dedicated to a tenant of Genesys Multicloud CX platform and provide these main functions: provisioning of tenant resources, such as agents and DNs; routing of interactions within a tenant; execution of outbound campaigns for a tenant; providing call control functionality; participation in authentication workflow for tenant's agents.
 |Status=No
 }}{{Section