Integration with Genesys Rules System and Universal Contact Server

Important

There is a separate document dedicated to how Genesys Rules System interoperates with iWD.

Installing Genesys Rules System for Use with iWD

For production deployments, install the Genesys Rules System web applications (Genesys Rules Engine and the Genesys Rules Authoring Tool) on a dedicated application server instance, apart from the application server instance that is dedicated to the iWD web applications.

Important

To install Genesys Rules System for use with iWD, complete steps 1 to 6 of the GRS Installation Task Summary. Step 7 of the Task Summary is not required. For iWD installations, you will create the business structure in the iWD GAX Plugin.

Creating the Connection to Interaction Server

Create a connection by using the Connections tab in the Interaction Server Application to the Genesys Rules Engine application. If GRE is configured as a cluster, add the GRE_Cluster application on the Connections tab instead of the Genesys Rules Engine application.

Configuring Universal Contact Server (UCS)

Important

Use of iWD Setup Utility is no longer supported from iWD release 8.5.104.

Configuring UCS is optional. However, if you provide any UCS name during the process of setup using iWD Setup Utility, then a dedicated mapping is created inside the Iwd_Esp_List transaction object content—and if iWD Manager does not have that UCS application in its connections, an alarm will be generated.

GRE Cluster Additional Steps

iWD Setup Utility has never supported GRE cluster configuration. If you want to use GRE clusters you must correct the transaction object content of Iwd_Esp_List. Instead of using a particular GRE application name you need to add the GRE cluster application name attached to your solution. Then this name will be used by the iWD Business Process—for example, by the sub-strategy invoke_GRE.