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Migrate Genesys Interaction Recording from a Single Tenant to a Multi-Tenant Deployment

This page describes the deployment steps required to migrate Genesys Interaction Recording from a single-tenant deployment to a multi-tenant deployment.

Important
  • Before performing the upgrade procedure, verify that a multi-tenant Configuration Server is deployed in your environment.
  • The steps on this page should be only performed when you want to add a tenant to a deployment in which a single tenant was previously configured using the existing Single Tenant configuration instructions.
  • All the steps on this page should be only performed for each new tenant. The existing installation and configuration will continue to be used for the existing tenant only.
  • GIR does not support WWE when configured with a multi-tenant deployment.

To successfully migrate GIR from a single-tenant deployment to a multi-tenant deployment, you must perform the following procedures in the order presented:

For the following steps, please 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 20 (Load Balancing), and t1 is a tenant-specific identifier - subsequent tenants will use t2, t3, etc.

  1. Genesys Administrator Extension (GAX): GAX is already installed in a single-tenant deployment. Therefore, when migrating from a single-tenant deployment to a multi-tenant deployment you do not have to install GAX.

  2. Interaction Recording Web Services (RWS) (or Web Services and Applications if you're using version 8.5.210.02 or earlier)
    In a multi-tenant deployment, each tenant must deploy a separate instance of Interaction Recording Web Services.
    Perform the steps described on the Interaction Recording Web Services (RWS) (Web Services and Applications) pages.
    When performing these steps, consider and perform the following instructions for each additional tenant added to the existing tenant:
    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 instance, each with its own tenant-specific Switch object.
    Important
    A new SIP Server application object must be created for each new tenant. The existing SIP Server will continue to be used for the existing tenant.
    The GIR deployment instructions for SIP Server are the same as for a single tenant and must be performed for each additional tenant added to the existing tenant.
  4. 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:
    Important
    A new voice platform profile must be created for each new tenant. The existing voice platform profile associated with the Environment tenant will be used for the existing tenant only.
    [+] Show steps.

  5. Interaction Concentrator (ICON)
    When following the instructions on this page, use a tenant-specific instance of ICON and ICON DB.
  6. Important
    A new ICON instance and a new ICON DB instance must be created for each new tenant. The existing ICON and ICON DB instances associated with the Environment tenant will be used for the existing tenant only.

  7. Recording Processor Script (RPS)
    Follow the instructions on this page except for the following for each additional tenant.
    Important
    A new Recording Processor (RP) instance must be created for each new tenant. The new RP instance must be configured to reference the appropriate tenant specific component instances. The existing RP instance will be used for the existing tenant only.
    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: [+] Show parameters.
  8. Recording Crypto Server (RCS)
    When deploying RCS, use a tenant-specific instance of RCS.
    Important
    A new RCS instance must be created for each new tenant. The existing RCS instance will be used for the existing tenant only.

    Follow the instructions on this page for each additional tenant, except for the following:

    [+] Show steps.
  9. Recording Plug-in for GAX
    Execute the Solution Deploy SPD file for each additional tenant, 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.
  10. Deploying Encryption
    Follow the instructions on this page and perform the following for each additional tenant: [+] Show steps.

  11. 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>.
  12. Screen Recording Service - Advanced Configuration
    Follow the instructions on this page for each additional 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>
  13. Recording Muxer Script
    Follow the instructions on this page to deploy tenant-specific instances of Muxer to each additional tenant.
    Replace the following parameters with tenant-specific values: [+] Show parameters.

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

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

  20. Media Lifecycle Management
  21. Follow the instructions on this page for each additional tenant 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.

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

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This page was last modified on November 8, 2017, at 22:09.