Configuring Genesys Mobile Services

Genesys Mobile Services (GMS) controls and exposes the Genesys API functionality to external applications by REST APIs. GMS provides a user interface to manage the provisioning and deployment of callback services.

If you are configuring Callback in the SIP Cluster in a multiple URS environment, additional configuration steps are required to ensure that agent reservation conflicts do not occur when a single agent becomes available and there are multiple URS instances trying to route a call to the same agent.

Configure Virtual Queues

In your virtual queues configured for the SIP Cluster, ensure that enough agents will be available by creating, in the Options tab, the section [__ROUTER__] that contains the agent_reservation option.

For example:

[__ROUTER__]
agent_reservation=8

Important

There are two underscores at the beginning of the section name and two underscores in the ending of section name, that is, 4 underscores in total.

To determine the correct value for agent reservation, see Agent Availability for Routing in this solution guide.

Configure VQ SIP Server

For each VQ SIP Server node of your SIP Cluster, create a [__ROUTER__] section that includes agent_reservation=false.

[__ROUTER__]
agent_reservation=false

Configure URS

1. Follow instructions for configuring URS as described in Configuring Universal Routing Server.
2. On the Options tab, edit the vcb option in the [default] section:

   vcb=30:120:60:1:20:0:1:50:1000

3. Apply changes to the URS backup instance.