Before you begin

Find out what to do before deploying Universal Contact Service (UCS).

Related documentation:

• Suite-level guide
• All services
• Universal Contact Service Release Notes

RSS:

• For private edition

Limitations and assumptions

Currently, UCS:

• supports a single-region model of deployment only
• does not support SSL communication with ElasticSearch.
• requires dedicated PostgreSQL deployment per customer.

Download the Helm charts

The UCS Helm Chart is available at:

• Jfrog: https://pureengage.jfrog.io/artifactory/helm-staging/ucsx-xxx.x.xx.tgz

For information about how to download the Helm charts in Jfrog Edge, see the suite-level documentation: Downloading your Genesys Multicloud CX containers.

Third-party prerequisites

• Kubernetes 1.17+
• Helm 3.0
• Postgres Database v11+
  • Dedicated for master DB and for each tenant DB due to high load.
  • DB users must have super user privileges or the following PostgreSQL extensions must be installed before deploying UCS-X service:
    • pg_prewarm
    • intarray
• ElasticSearch v7.8+
  • Dedicated (one for UCS cluster) as all indices for all tenants are stored in it.

Storage requirements

All data are stored in the PostgreSQL, ElasticSearch and Nexus Upload Service which are external to the UCS.

Genesys dependencies

UCS requires the following Genesys components:

• Genesys Authentication Service
• GWS Environment Service

GDPR support

As a part of GDPR compliance procedure, the customer would send a request to Care providing the information about the end user. Care would then open a ticket for Engineering team to follow up on the request.

The engineering team would process the request:

GDPR request: Export Data

• Request to UCS to get contact by ID: identify contact (if there is email address or phone number), or getContact (if there is a direct contact ID).
• Request to UCS-X to get list of interactions for contact found.
• Perform CSV export and attach resulting file to the ticket.

GDPR request: Forget me

• Request to UCS-X to get contact by ID: identify contact (if there is email address or phone number), or getContact (if there is a direct contact ID).
• Request to UCS-X to get list of interactions for contact found.
• Delete all found interactions.
• Re-check that all interactions for contact were removed.
• Delete contact.
• Re-check that contact was removed.
• Update the ticket.