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Solutions Pre-requisite

Hardware Sizing

For a simplex (single server) deployment, minimum and recommended hardware requirements are as follows:


Minimum

Recommended

vCPU4 Cores8 Cores
vRAM8 GB16 GB
vDisk40 GB160 GB


For a redundant deployment, two servers of the same specifications (as mentioned above) are needed.

Software Requirement

Following are the prerequisites for setting up a Generic Connector under different deployment profiles. 

Hardware Sizing

For up to 250 concurrent agents

8 vCPU, 16 GB RAM, 150 GB HDD


Software Requirements


Certificates for HTTPS
  • Certificates from a valid signing authority or Domain signed certificate are required for HTTPS protocol support


System Access Requirements
  • Administrative privileges (root) on the host machine are required to proceed with the installation.

System Access Requirements

Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports:

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EF Connector, client applications, and Cisco Finesse should have their Time Zone and time configured properly according to the geographic region and synchronized. To configure the time zone, please see the instructions from the hardware or software manufacturer of NTP server. Client applications and EF Connector should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, Network Time Protocol (NTP) V 4.1+ is recommended.

Deployment Modes

Non-Redundant / Simplex Mode Deployment

In simplex deployment, the application is installed on a single server with no failover support of EF Connector. However, the same EF Connector can still communicate with primary and secondary Finesse servers.

Simplex mode is useful for lab tests and commercial deployments at a smaller scale. Figure below explains the simplex mode of Generic Connector.

High Availability (HA) / Duplex Deployment

Active-Passive (Primary / Secondary) Setup

To configure the Connector in Active-Passive mode, set the value of attribute “GRC_CONSUMER_PRIORITY” in Connector configuration. For the Primary Connector, set the value of this attribute to “127” (without quotes). For the Secondary Connector, set the value of this attribute to “100” (without quotes).

The active-Passive mode has the following configurations.

Configurations for Site-1

Primary-AMQ: broker-1, Secondary-AMQ: broker-2

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Property

Value

ACTIVEMQ_TIMEOUT

10000

GRC_CONSUMER_PRIORITY

127

RANDOMIZE

false

PRIORITY_BACKUP

true

ACTIVEMQ1

primary-url-of-amq:port

ACTIVEMQ2

secondary-url-of-amq:port

Configurations for Site-2

Primary-AMQ: broker-1, Secondary-AMQ: broker-2, For a detailed description of the GC please consult Connector Configuration Parameters (Environment Variables)

Property

Value

ACTIVEMQ_TIMEOUT

10000

GRC_CONSUMER_PRIORITY

100

RANDOMIZE

false

PRIORITY_BACKUP

true

ACTIVEMQ1

primary-url-of-amq:port

ACTIVEMQ2

secondary-url-of-amq:port

Failover Scenarios

The following table shows different failover scenarios and their impact on the Connector Clients.

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Failover is handled in a way if any component goes down, passive components take over in a seamless way.

Active-Active Setup

For an Active-Active deployment, the Failover URL is set to use the local AMQ as primary and remote AMQ as secondary.

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We have achieved it using ActiveMQ configurable properties specifically Consumer priority, Priority Backup, and building a Connector Sync mechanism in Generic Connector.

Failover Scenarios

No.

Scenario

Behavior

1

AMQ-1 is down while GC-1 is active

AMQ-2 will take over and all client requests will be processed by the same GC-1 instance because of its higher consumer priority.

2

Both AMQ-1 and GC-1 are down

AMQ-2 and GC-2 will start receiving requests. GC-2 will acquire all agent’s XMPP subscriptions and will start processing requests.

3

GC-1 restores

Connector-2 will continue to process requests until connectivity between the Client application and Connector-2 is lost or Connector-2 is down.

4

The link between Connector-1 and Connector-2 is down

Both connector instances serve requests independently.

5

AMQ-1 restores while GC-1 is still down and AMQ-2 is also down

The client will send a request to AMQ-1. AMQ-1 will send the request to GC-2 because GC-1 is down. 

Request Flow: Client-App-1 → AMQ-1 → GC-2 

Response Flow: CGC-2 → AMQ-1 → Client-App-1 

6

GC-1 is down while both AMQs are active

The request flow will be the same as no. 5 

7

GC-2 is down while both AMQs are active

AMQ-2 requests will be redirected to AMQ-1 and GC-1 will handle all requests. 

Request Flow: Client-App-2 → AMQ-2 → AMQ-1 → GC-1

Response Flow: GC-1 → AMQ-1 → AMQ-2 → Client-App-2

Deployment Steps

  1. Download the docker-compose an env file from Google-Drive
  2. Download the required deployment folder

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  1. Create a folder on a Linux machine in any path of your inside root.
  2. Place the files inside the created folder as follows:
  3. Open env.txt file with text editor
  4. Image Modified
  5. Make the desired changes and update the file
  6. run the command chmod 755 ./deploy.sh

  7. now run  the ./deploy.sh file and you can see after completion your docker image is running

  8. For Active MQ deployment
  10. For Rest deployment
  12. After that run the following commands to edit the ActiveMQ configuration

    • a. Go into the folder where the docker-compose file is placed

      Code Block
      titleCommand
      cd /root/gc-docker-compose


    • b. Get the ActiveMQ image id by following command

      Code Block
      titleCommand
      docker container ps -a

    • c. Enter the following set of commands to reach to the ActiveMQ configuration file (activemq.xml), and set the urls as in the following image


    • Code Block
      titleCommand
      docker exec -it 63d0f353b533fd5346f6ab11 bash
cd conf
vim activemq.xml


    • Add the server IP where the GC and ActiveMQ are running
    • eg. server IP 192.168.2.162

    • Note
      titleNote

      Note: If you wanted to know about vim command, Here is the detail.


Connector Configuration Parameters (Environment Variables)

Parameter

Default Value

Description

NUMBER_OF_LICENSES1000
CUSTOMER_NAMEHaseeb

KEY

ASDFGHJKLZXCVBNM234RFGHUIOKJMNBFEWSDFGHNJMNBV

License key. Must be obtained from EF Team

Finesse_1

https://Finesse-X-DN/finesse/api/

Primary Finesse URL for Site A 

Finesse_2

https://Finesse-X-DN/finesse/api/

Primary Finesse URL for Site B 

ACCESS_TOKEN_URLhttps://192.168.1.104:1126/getaccesstoken

FINESSE_REQUEST_TIMEOUT

3000

Finesse requested a timeout (in mili-seconds)

FINESSE_HEARTBEAT_SLEEP

5

Delay in ping to finesse servers (seconds) 

ByPass_SSL

ture

Bypass SSL Certificate if finesse url is https and self signed certificate is used, in case of false Import SSL certificate to JVM if needed

ACTIVEMQ1

localhost:61616

ActiveMQ Primary URL

ACTIVEMQ1

localhost:61616

ActiveMQ Secondary URL

ACTIVEMQ_TIMEOUT

30000

ActiveMQ connection timeout (in milliseconds)

GRC_CONSUMER_PRIORITY127Connector1 Queue consumer priority (Used for primary, secondary deployment of GC)(0-127)
PRIORITY_BACKUPtrueTo connect with its primary GC
RANDOMIZEfalsefor failover url
PREFETCH_SIZE20000Prefect Size of the messages
AGENT_STATES_PUBLISHER_DURATION5000Time after which, states of all agents would be published on topic (In Milliseconds)
GC_HEARTBEAT_TIMEOUT10000GC heartbeat timeout

AGENT_INACTIVITY_DURATION

30

Agent inactivity time (in seconds)

GC_HEARTBEAT_SLEEP10000gc heartbeat thread sleep time
AGENT_INACTIVITY_TIME_SWITCHfalseAgent inactivity switch

DEFAULT_NOT_READY_REASON

19

default reason code for not ready (Must be defined in finesse)

DEFAULT_LOGOUT_REASON

70

Default reason code for force logout

AGENT_XMPP_SUBS_TIME10000Agent XMPP Subscription Time
USE_ENCRYPTED_PASSWORDSfalseUse encrypted password
CHANGE_STATE_ON_WRAPUPtrueAutomatically change the state when wrap-up occurs

LOGLEVEL

TRACE

Log Level 

GC_HEARTBEAT_TIMEOUT

10000 

GC heartbeat timeout

USE_ENCRYPTED_PASSWORDS

true

Use password encryption (3Des). (Must be same as in client.)

CHANGE_STATE_ON_WRAPUP

true

Caller’s state change automatically on wrap-up

MESSAGE_FORMATJSONMessage Format for communication. Expected formats DEFAULT, JSON, XML

AGENT_LOGS_PATH

/app/logs/agents/

Agent Logs Storage path

AGENT_LOGS_LEVEL

TRACE

Agent Logs Level

AGENT_LOGS_MAX_FILES

10

Max No of Files per agent for logs

AGENT_LOGS_FILE_SIZE

10MB

Max file size for agent logs

XMPP_PING_INTERVAL3Interval in seconds between XMPP server pings
ADMIN_IDAdministratorThe username of the administrator account the would be used for phonebook and contact APIs
ADMIN_PASSWORDExpertflow464The password of the administrator account would be used for phonebook and contact APIs
Supervisor_initiated_NotReadyReasonCode19Reason code for supervisor state change to Not_Ready
Supervisor_initiated_LogOutReasonCode20Reason code for supervisor state change to Log_Out
UCCX_SERVER_IP192.168.1.29For queue stats in case of UCCX
UCCX_SERVER_USERNAMEAdministrator
UCCX_SERVER_PASSWORDExpertflow464
UCCX_DB_USERNAMEuccxhruser
UCCX_DB_PASSWORD12345
UCCX_DB_RETRY_ATTEMPTS2
UCCX_DB_TIMEOUT_CONNECTION1800
COMMUNICATION_FORMATREST | JMS
SPRING_PORT8112
REDIS_URLredis-master.ef-cti.svc
REDIS_PORT6379
REDIS_PASSWORDExpertflow123
SQL_SERVER192.168.1.89For Skill groups and supervisor list
DATABASEuc12_awdb
DATABASE_TABLESkill_Group
DATABASE_USER_NAMEsa
DATABASE_USER_PASSWORDExpertflow464
KEY_STORE_TYPEPKCS12
KEY_STORED:\\EF_Project\\GC4.4\\Generic Connector\\certs\\store\\clientkeystore.p12
TRUST_STORED:\\EF_Project\\GC4.4\\Generic Connector\\certs\\store\\client.truststore
KEY_STORE_PASSWORDchangeit
TRUST_STORE_PASSWORDchangeit
PRIVATE_KEY_STRINGkey_value
ISSUERef-chat
EXPIRY300
PEP_BASE_PATHhttp://192.168.50.31:8113
AOP_CALLBACK/ef-voice/fnb-cme/submit-gc-event/v1
AXL_URLhttps://192.168.1.26:8443/axl/
AXL_UserUSERadministrator
AXL_PasswordPASSWORDExpertflow464
LD_LIBRARY_PATH/app



MX Monitoring

GC now supports JMX monitoring. You can monitor the performance of GC via any of the monitoring tools such as JConsole and VisualVM. GC supports JMX Monitoring on port 9090.

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