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Deploying Genesys Interaction Recording in a Multi-Tenant Deployment

Installation Considerations

This section describes the deployment steps required to configure GIR in a multi-tenant environment.

Important

Once the deployment steps are completed, each tenant will include the following items:

[+] Show items.

Multi-tenant Components

The following is a list of the components that can be deployed as multi-tenant components:

[+] Show multi-tenant components.

Deploying Multi-Tenancy

This section provides the tasks required to install and configure the Genesys components and features for Genesys Interaction Recording (GIR).

For the following steps, substitute:
  • Tenant-specific RPS load balancer URL = <loadbalancer>/t1/rp
  • Tenant-specific RCS load balancer URL = <loadbalancer>/t1/rcs
  • Tenant-specific SMIR load balancer URL = <loadbalancer>/t1/interactionreceiver
  • Tenant-specific WebDAV load balancer URL = <loadbalancer>/t1/webdav
  • Tenant-specific Interaction Recording Web Services load balancer URL = <loadbalancer>/t1


...where <loadbalancer>/t1 refers to the load balancer which is described in step 21 (Load Balancing), and t1 is a tenant-specific identifier—subsequent tenants will use t2, t3, and so on.

To successfully deploy GIR in a multi-tenant deployment, you must perform the following procedures in the order presented:

  1. Genesys Administrator Extension
    Follow the instructions on this page.
  2. Interaction Recording Web Services (or Web Services and Applications if you're using version 8.5.210.02 or earlier)
    In a multi-tenanted deployment, each tenant must deploy a separate instance of Interaction Recording Web Services (Web Services). Consider and perform the following instructions while performing the steps in the Interaction Recording Web Services (Web Services and Applications) pages:
    WebDAV [+] Show steps.
    Cassandra [+] Show steps.
    Elasticsearch [+] Show steps.
    Interaction Recording Web Services [+] Show steps.

  3. SIP Server
    In a multi-tenant deployment, each tenant must deploy a separate SIP Server tenant instance, each with its own tenant-specific switch object.
    The GIR deployment instructions for SIP Server are the same as those for a single tenant.
  4. Interaction Concentrator (ICON)
    When following the instructions in this page, use a tenant-specific instance of ICON and ICON DB.
  5. Recording Processor Script (RPS)
    Follow the instructions in this page except for the following.
    1. Deploy separate instances of the Recording Processor for each tenant.
    2. Replace the following configuration parameters with tenant-specific instances of Interaction Recording Web Services (or Web Services and Applications if you're using version 8.5.210.02 or earlier) and ICON DB:
      • htcc.base_uri—Set this to the Tenant-specific Interaction Recording Web Services load balancer URL.
      • htcc.username
      • htcc.password
      • icon_db_servers
    3. Verify that the username and password match the username and password entered in the IVR Profile. For more information about configuring the IVR Profile, see the IVR Profile section.
  6. Recording Crypto Server (RCS)
    When deploying RCS use a tenant-specific instance of RCS.
    Follow the instructions in this page, except for the following: [+] Show steps.
  7. Recording Plug-in for GAX
    Execute the Solution Deploy SPD file for each tenant, in order to create the appropriate tenant Access Groups, Roles, and Permissions. For additional information, refer to the Example Solution SPD File page.
    Follow the instructions in the "Multi-Tenant Environment" subsection within the “Configure for Screen Recording” section.
  8. Genesys Voice Platform (GVP)
    GVP is a shared resource for all tenants. Follow the instructions in this link to deploy the Resource Manager and Media Control Platform that are shared for all tenants.
    When creating the tenant-specific IVR profile, change the steps as follows: [+] Show steps.

  9. Deploying Encryption
    Follow the instructions in this page and perform the following: [+] Show steps.

  10. Screen Recording Service
    Follow the instructions on this page.
    When using the command line to install the SR Service, change the /server parameter in the setup to point to the Interaction Recording Web Services tenant instance. For example: setup.exe /server="<Tenant-specific Interaction Recording Web Services load balancer URL>".

  11. Screen Recording Service - Advanced Configuration
    Follow the instructions in this page for each tenant and replace the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) instance with an Interaction Recording Web Services (Web Services) tenant instance.
    For WDE, follow these WDE instructions and set the following:
    screen-recording.htcc.uri: <Tenant-specific Interaction Recording Web Services load balancer URL>
  12. Recording Muxer Script
    Follow the instructions in this page to deploy tenant-specific instances of Muxer.
    Replace the following parameters with tenant-specific values:
    • htcc.base_uri—Set this to the Tenant-specific Interaction Recording Web Services load balancer URL.
    • htcc.contact_center_id
    • htcc.username
    • htcc.password
    • rcs.base_uri—Set this to the Tenant-specific RCS load balancer URL.
    • rcs.username
    • rcs.password
    • webdav.username
    • webdav.password

  13. Interaction Recording Options Reference
  14. Refer to this page for a description of the configuration options.

  15. User Access
    Follow the instructions in this page and consider the following: [+] Show notes.
  16. Speech and Text Analytics (SpeechMiner)
    When following the instructions in this page create a separate SpeechMiner instance for each tenant.
    To do this, you must configure the following items for each tenant: [+] Show items.
  17. Workspace Desktop Edition
  18. Follow the instructions in this page.

  19. Secure Transport Configuration (TLS)
  20. Follow the instructions in this page.

  21. Media Lifecycle Management
  22. Follow the instructions in this page and verify that the Interaction-Receiver settings group points to a tenant-specific Interaction Receiver. In the SpeechMiner section, use tenant Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) and tenant Interaction Receiver instances. Set the SpeechMiner Interaction Receiver URL to the Tenant-specific SMIR load balancer URL when enabling Interaction Recording Web Services to contact Interaction Receiver.

  23. Folder Hierarchy for Recording Storage
    Follow the instructions in this page using a tenant WebDAV server instance.
  24. Feature Configuration
    Follow the instructions in this page.
    Note: Audio Tones are applicable on a per-tenant basis.
  25. Load Balancing

    Follow the instructions in this page.

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This page was last modified on 29 January 2018, at 00:23.