Before getting started with your GMS services, you must first ensure that external dependencies are configured properly. The following outline will guide you through each dependency.
Note: These procedures assume a multi-tenant configuration and Tenant = Environment.
- The GMS DFM configuration files extend standard SCXML with custom tags specific to GMS. You must download the DFM files from the GMS Service Management UI, and then configure the ORS Application in Configuration Manager. To do this, see the procedures Download DFM Files and Deploy DFM Files for details. Make sure that you download the files as follows:
- Callback.jsp to C:\dfms\callback.txt
- Notification.jsp to C:\dfms\notification.txt
- Services.jsp to C:\dfms\services.txt
- Storage.jsp to C:\dfms\storage.txt
- Enable auto conversion of parameter values to proper data types to the SCXML applications. To do this, set the value of the parse-start-params configuration option to false. See the procedure Setting ORS Option for details.
- Enable ORS to pull interactions. To do this, set the value of the mcr-pull-by-this-node configuration option to true. See the procedure Setting ORS Option for details.
- Set up two connections to Interaction Server to handle multimedia (chat) by creating a second connection to a dummy T-Server application with the same port. See the Orchestration Server Deployment Guide for details.
- Set up Cassandra for ORS session recovery and multimedia capability. See the Orchestration Server Deployment Guide for details.
- Set up the Cluster object in the transactions list object if ORS is deployed as a cluster. See the Orchestration Server Deployment Guide for details.
- Set up the Application object in the transactions list object. See the Orchestration Server Deployment Guide for details.
Universal Routing Server
- Enable the HTTP interface. This step is required because GMS requests URS to start strategies by HTTP, and GMS receives asynchronous Callbacks from URS by HTTP. To enable the HTTP interface:
- Add an HTTP listening port with a port ID as http and the protocol as http. Make a note of this port number as you will need it later when configuring your GMS service.
- Make sure that there is a web section defined in the URS Application Object configuration with its own http_port and enable_web_access settings:
- http_port = 5580 (or some other port, used internally)
- enable_web_access = true
- Deploy URS delay strategies. This step is required because when a service request is received by GMS, the request is sent to ORS for execution. ORS then sends a request to URS to create a virtual interaction and to place it in the specified virtual queue. When an agent is available, URS sends an asynchronous response containing the selected target information to GMS, via a URL specified at the time of creation of the virtual interaction. For samples, you will create a new virtual queue in which to place the interactions, however, for a real-world scenario, the virtual queue must be selected appropriately. To deploy URS delay strategies:
- Go to Configuration Manager > Switches > SIP_Switch > DN > Virtual Queue. Create a virtual queue GMS_VQ with alias GMS_VQ_SIP_Switch.
- Download the URS Strategies and import them into IRD. See the procedure URS Strategy to access the downloadable files and for more details.
- Enable ORS to pull interactions. To do this:
- Go to Configuration Manager > Universal Routing Server Application, and set the option Strategy=ORS.
- Enable the answering machine connection, which is required for user-terminated scenarios with Call Progress Detection (CPD) capability. To do this:
- Go to Configuration Manager > SIP Server Application, and set TServer/am-detected = connect.
- Enable MSML, which is required so SIP Server can communicate with GVP as a Media Server to delegate outbound calls, play treatments, and CPD. To do this, go to Configuration Manager > SIP Server Application, and set the following:
- TServer/enable-msml-media-services = true
Web API Server
- GMS uses Web API Server for load balancing Chat Servers. To set this up:
- Download and install the load balancing servlet. See the procedure Web API Server Configuration to access the downloadable file and for more details.
- Add an HTTP listening port with a port ID http and protocol as http. The port number must be the same as the default port number.
- Add a connection to each of the Chat Servers.
- Ensure that the load balancer is able to return the Chat Servers: http://<WebAPIServerHost:WebAPIServerPort>/<gmsoption:chat/chat_load_balancer_url>
Media Server (GVP)
Note: See the Genesys Voice Platform Deployment Guide for additional details.
- GMS Callback uses Media Server via SIP Server:
- To play treatments.
- For CPD (Call Progress Detection).
- To make outbound calls.
- SIP Server talks to Media Server using MSML and requires the following configuration to enable:
- Go to Configuration Manager > SIP_Switch > DN > VOIP Service > MSML_Service.
- Make sure that the following options are configured for MSML_Service to enable outbound:
- Configure the Routing Point for outbound source DN. To do this, go to Configuration Manager > Switches > SIP_Switch > DN > Routing Point.
- Create a Routing Point object with name 8999 and alias 8999_SIP_Switch.