Difference between revisions of "VM/Current/VMPEGuide/Planning"

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|HelmText=For information about how to download the Helm charts, see {{SuiteLevelLink|helmchart}}.
 
|HelmText=For information about how to download the Helm charts, see {{SuiteLevelLink|helmchart}}.
  
−
The following table lists the services included in Voice Microservices and identifies the Helm chart version associated with each service. For the Voicemail Service, see {{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=PlanningVoicemail|display text=Before you begin}} in the ''Configure and deploy Voicemail'' section of this guide.  
+
The following services are included with Voice Microservices:
 +
 
 +
*Voice Agent State Service
 +
*Voice Config Service
 +
*Voice Dial Plan Service
 +
*Voice Front End Service
 +
*Voice Orchestration Service
 +
*Voice Registrar Service
 +
*Voice Call State Service
 +
*Voice RQ Service
 +
*Voice SIP Cluster Service
 +
*Voice SIP Proxy Service
 +
*Voice Voicemail Service
 +
*Voice Tenant Service
 +
 
 +
See {{Link-AnywhereElse|product=ReleaseNotes|version=Current|manual=GenesysEngage-cloud|topic=VoiceMicroservicesHelm|display text=Helm charts and containers for Voice Microservices}} for the Helm chart version you must download for your release.  
 +
 
 +
For information about the Voicemail Service, see {{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=PlanningVoicemail|display text=Before you begin}} in the ''Configure and deploy Voicemail'' section of this guide.  
  
 
For information about the Tenant service, also included with Voice Microservices, see the ''{{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=TenantPEGuide|topic=Planning|display text=Tenant Service Private Edition Guide}}''.
 
For information about the Tenant service, also included with Voice Microservices, see the ''{{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=TenantPEGuide|topic=Planning|display text=Tenant Service Private Edition Guide}}''.
−
{{{!}} class="wikitable"
 
−
!Service name
 
−
!Helm chart version
 
−
{{!}}-
 
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{{!}}voice-agent
 
−
{{!}}voice-agent-9.0.xx.tgz
 
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{{!}}-
 
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{{!}}voice-callthread
 
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{{!}}voice-callthread-9.0.xx.tgz
 
−
{{!}}-
 
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{{!}}voice-config
 
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{{!}}voice-config-9.0.xx.tgz
 
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{{!}}-
 
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{{!}}voice-dialplan
 
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{{!}}voice-dialplan-9.0.xx.tgz
 
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{{!}}-
 
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{{!}}voice-ors
 
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{{!}}voice-ors-9.0.xx.tgz
 
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{{!}}-
 
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{{!}}voice-registrar
 
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{{!}}voice-registrar-9.0.xx.tgz
 
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{{!}}-
 
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{{!}}voice-rq
 
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{{!}}voice-rq-9.0.xx.tgz
 
−
{{!}}-
 
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{{!}}voice-sip
 
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{{!}}voice-sip-9.0.xx.tgz
 
−
{{!}}-
 
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{{!}}voice-sipfe
 
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{{!}}voice-sipfe-9.0.xx.tgz
 
−
{{!}}-
 
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{{!}}voice-sipproxy
 
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{{!}}voice-sipproxy-9.0.xx.tgz
 
−
{{!}}}
 
 
|ThirdPartyStatus=No
 
|ThirdPartyStatus=No
 
|ThirdPartyText=For information about setting up your Genesys Engage cloud private edition platform, see {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=Prerequisites|display text=Software Requirements}}.
 
|ThirdPartyText=For information about setting up your Genesys Engage cloud private edition platform, see {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=Prerequisites|display text=Software Requirements}}.
Line 48: Line 31:
 
The following table lists the third-party prerequisites for Voice Microservices.
 
The following table lists the third-party prerequisites for Voice Microservices.
 
|SectionThirdPartyItem={{SectionThirdPartyItem
 
|SectionThirdPartyItem={{SectionThirdPartyItem
−
|ThirdPartyItem=0d238336-2626-4954-8be3-2f1e16fdd0ce
 
−
}}{{SectionThirdPartyItem
 
 
|ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd
 
|ThirdPartyItem=3aee73ed-68e0-4c70-8693-2421c68b86cd
 
}}{{SectionThirdPartyItem
 
}}{{SectionThirdPartyItem
 
|ThirdPartyItem=2afd763e-337c-47eb-8428-3bafcc89dbca
 
|ThirdPartyItem=2afd763e-337c-47eb-8428-3bafcc89dbca
−
|Notes=The following features must be enabled in Consul:
+
|Notes=For additional information, see {{Link-SomewhereInThisVersion|manual=VMPEGuide|topic=Deploy|anchor=DeployConsul|display text=Deploy Consul}}.
−
 
 
−
*connectinject—to deploy sidecar containers in voice pods
 
−
*controller—to provide service intention functionality
 
−
*openshift—to set openshift specific permissions
 
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*syncCatalog—to sync K8 services into Consul: set '''toK8S: false''' and '''addK8SNamespaceSuffix: false'''
 
−
*AcessControlList—to enable ACL, set '''manageSystemACLs: true'''
 
−
*storageclass—Set the storage class to pre-defined storage class
 
−
*TLS—to enable TLS, set '''enabled: true''' and follow the below steps commands to set up TLS
 
 
}}{{SectionThirdPartyItem
 
}}{{SectionThirdPartyItem
 
|ThirdPartyItem=2f69518e-33af-4c0f-adcc-a98e5427e5e0
 
|ThirdPartyItem=2f69518e-33af-4c0f-adcc-a98e5427e5e0
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|DependenciesText=For detailed information about the correct order of services deployment, see {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ContDepOrder|display text=Order of services deployment}}.
 
|DependenciesText=For detailed information about the correct order of services deployment, see {{Link-AnywhereElse|product=PrivateEdition|version=Current|manual=PEGuide|topic=ContDepOrder|display text=Order of services deployment}}.
 
|GDPRStatus=No
 
|GDPRStatus=No
−
|GDPRText=<!--Customer data such as name, phone number, email address, bank details, and IP address are considered as Personally Identifiable Information (PII). Any information that is likely to identify an individual, or a combination of other held data to identify an individual is considered as PII.
+
|GDPRText={{Notices|Notice=PEComingSoon}}
−
 
 
−
According to EU GDPR, when a customer:
 
−
 
 
−
*Requests to access his/her personal data that is available with the contact center, the PII associated with the client should be exported from the database in a client-understandable format.
 
−
**'''Export Me''': Exports the PII data of the customer (voicemail messages)
 
−
 
 
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*Requests to delete his/her personal data, the PII associated with that customer must be deleted from the database within 30 days. Voicemail service is designed in a way that the customer PII data is deleted immediately upon '''Forget Me''' request.
 
−
**'''Forget Me:''' Deletes the PII data of the customer from 24 hours of the request, i.e. Corresponding voicemail messages and metadata will be deleted.
 
−
 
 
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Both the features mentioned above, depend only on Caller ID/ANI input from the customer. The PII data listed below are deleted or exported during the Forget Me or Export Me request.
 
−
 
 
−
#Voicemail Message
 
−
#Caller ID/ANI
 
−
 
 
−
===API definitions===
 
−
messageId: Unique Message ID of the message.
 
−
 
 
−
===How it works===
 
−
 
 
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*The Voicemail service provides APIs to the export and forget me (delete) requirements of GDPR.
 
−
*The API processes more than a single user's data in a single API request.
 
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*The API follows the same standard input format used in the current PEC (legacy component).
 
−
 
 
−
'''Sample API Input:'''
 
−
{{{!}} class="wikitable" border="0" cellspacing="0" cellpadding="0"
 
−
{{!}} valign="top"{{!}}'''Forget Me and Export Me API  Input.json (request body)'''
 
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{{!}} valign="top"{{!}}'''Forget Me Undo  input.json (request body)'''
 
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{{!}}-
 
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{{!}} valign="top"{{!}}{
 
−
 
 
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   "caseid":"123456789",
 
−
 
 
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   "consumers":[
 
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      {"consumer":
 
−
 
 
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         [
 
−
 
 
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            {"name":"John  Doe"},
 
−
 
 
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            {"name": "John  Q. Doe"},
 
−
 
 
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            {"phone":"555551212"}
 
−
 
 
−
         ]
 
−
 
 
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      },
 
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      {"consumer":
 
−
 
 
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         [
 
−
 
 
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            {"name":"Dan  Akroyd"},
 
−
 
 
−
            {"phone":"555556161"},
 
−
 
 
−
            {"phone":"555556162"},
 
−
 
 
−
            {"email":"danny@[http://hollywood.com/ hollywood.com]"},
 
−
 
 
−
            {"email":"funnyguy@[http://comedy.org/ comedy.org]"},
 
−
 
 
−
            {"fbid":"Dan  Akroyd"}
 
−
 
 
−
         ]
 
−
 
 
−
      }],
 
−
 
 
−
   "gim-attached-data":{"kvlist":["AcctNum", "SSN"]}
 
−
 
 
−
 }
 
−
{{!}} valign="top"{{!}}{
 
−
 
 
−
   "caseid":"123456789"
 
−
 
 
−
 }
 
−
{{!}}}
 
−
 
 
−
*The Voicemail service stores only the caller ANI. Therefore voicemail processes the records only with the "phone" parameter from the given input and the rest of the parameters are not recorded.
 
−
*'''Forget Me''': The API for Forget Me deletes the PII data related to the consumer within 24 hours, upon the API request.
 
−
**If the admin or user has requested/entered the caller ANI incorrectly, then, to avoid data loss, the voicemail service provides an option to undo the Forget Me request using another API call with the same case ID.
 
−
**'''Undo Forget Me''': This API performs an undo action on the Forget Me request with the same case ID.
 
−
***Voicemail service runs the Kubernetes job for every one hour.
 
−
***Check the voicemail messages and metadata that are marked for deletion.
 
−
***If our deletion request time is more than 24 hours, the messages and metadata are deleted.
 
−
*'''Export Me''': API for Export me returns the list of message IDs with message media URL, to download the media.
 
−
**The media URL will also be authenticated & authorized with the GWS token.
 
−
 
 
−
*The voicemail service would be exposed via Kubernetes service and can be accessed by URL in any region: http://voice-voicemail-service.voice.svc.cluster.local:8081/fs (FQDN is the same in all the regions where the voicemail service is deployed).<br />Append the API URL with the above-mentioned base URL for accessing the APIs.
 
−
*The voicemail service authenticates and authorizes each request with GWS. Therefore, OAuth token is required in the header for all the API calls as mentioned below:
 
−
**Authorization: Basic <token> (or) Bearer <token>
 
−
**contact center id will be taken from the authorization token
 
−
 
 
−
'''Sample API response based on the sample input mentioned above:'''
 
−
{{{!}} class="wikitable" border="0" cellspacing="0" cellpadding="0"
 
−
{{!}} valign="top"{{!}}'''API'''
 
−
{{!}} valign="top"{{!}}'''API HTTP Method'''
 
−
{{!}} valign="top"{{!}}'''Sample Success  Response'''
 
−
{{!}}-
 
−
{{!}} valign="top"{{!}}/api/messages/forget
 
−
{{!}} valign="top"{{!}}DELETE
 
−
{{!}} valign="top"{{!}}Response Status: 200 OK
 
−
 
 
−
Response Body:
 
−
 
 
−
{
 
−
 
 
−
   "caseid":"123456789",
 
−
 
 
−
   "consumers":
 
−
 
 
−
{
 
−
 
 
−
"555551212": "Deleted x messages deposited from the  caller",
 
−
 
 
−
"555556161": "No messages available for deletion from the  caller",
 
−
 
 
−
"555556162": "Deleted y messages deposited from the  caller"
 
−
 
 
−
}
 
−
 
 
−
}
 
−
{{!}}-
 
−
{{!}} valign="top"{{!}}/api/messages/forget/undo
 
−
{{!}} valign="top"{{!}}POST
 
−
{{!}} valign="top"{{!}}Response Status: 200 OK
 
−
 
 
−
{
 
−
 
 
−
   "caseid":"123456789"
 
−
 
 
−
}
 
−
{{!}}-
 
−
{{!}} valign="top"{{!}}/api/messages/export
 
−
{{!}} valign="top"{{!}}POST
 
−
{{!}} valign="top"{{!}}Response Status: 200 OK
 
−
 
 
−
Response Body:
 
−
 
 
−
{
 
−
 
 
−
   "caseid":"123456789",
 
−
 
 
−
   "consumers":
 
−
 
 
−
{
 
−
 
 
−
"555551212": ["/api/messages/export/:messageId",  "/api/messages/export/:messageId"], //list of message URLs
 
−
 
 
−
"555556161": [],
 
−
 
 
−
"555556162": ["/api/messages/export/:messageId"]
 
−
 
 
−
}
 
−
 
 
−
}
 
−
{{!}}-
 
−
{{!}} valign="top"{{!}}/api/messages/export/:messageId
 
−
{{!}} valign="top"{{!}}GET
 
−
{{!}} valign="top"{{!}}Response Status: 200 OK
 
−
 
 
−
Response Body:
 
−
 
 
−
Filestream of the message
 
−
{{!}}}
 
−
'''API response in case of failures:'''
 
−
{{{!}} class="wikitable" border="0" cellspacing="0" cellpadding="0"
 
−
{{!}} valign="top"{{!}}Response Status: 500
 
−
 
 
−
Response Body:
 
−
 
 
−
{
 
−
 
 
−
reason: "<Reason for failure>"
 
−
 
 
−
}
 
−
{{!}}}
 
−
-->
 
−
{{Notices|Notice=PEComingSoon}}
 
 
|PEPageType=bf21dc7c-597d-4bbe-8df2-a2a64bd3f167
 
|PEPageType=bf21dc7c-597d-4bbe-8df2-a2a64bd3f167
 
}}
 
}}

Revision as of 15:00, October 8, 2021

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

Find out what to do before deploying Voice Microservices.

Limitations and assumptions

Not applicable

Download the Helm charts

For information about how to download the Helm charts, see Downloading your Genesys Multicloud CX containers.

The following services are included with Voice Microservices:

  • Voice Agent State Service
  • Voice Config Service
  • Voice Dial Plan Service
  • Voice Front End Service
  • Voice Orchestration Service
  • Voice Registrar Service
  • Voice Call State Service
  • Voice RQ Service
  • Voice SIP Cluster Service
  • Voice SIP Proxy Service
  • Voice Voicemail Service
  • Voice Tenant Service

See Helm charts and containers for Voice Microservices for the Helm chart version you must download for your release.

For information about the Voicemail Service, see Before you begin in the Configure and deploy Voicemail section of this guide.

For information about the Tenant service, also included with Voice Microservices, see the Tenant Service Private Edition Guide.

Third-party prerequisites

For information about setting up your Genesys Engage cloud private edition platform, see Software Requirements.

The following table lists the third-party prerequisites for Voice Microservices.

Third-party services
Name Version Purpose Notes
Redis 6.x Used for caching. Only distributions of Redis that support Redis cluster mode are supported, however, some services may not support cluster mode.
Consul 1.13.x Service discovery, service mesh, and key/value store.For additional information, see Deploy Consul.
Kafka 2.x Message bus.

Storage requirements

Content coming soon

Network requirements

Content coming soon

Browser requirements

Not applicable

Genesys dependencies

For detailed information about the correct order of services deployment, see Order of services deployment.

GDPR support

Content coming soon
Retrieved from "https://all.docs.genesys.com/VM/Current/VMPEGuide/Planning (2025-06-21 12:13:47)"
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