Web Services and Applications

Deployment Guide
Web Services and Applications 8.5.0

3/16/2020
Table of Contents
3
4
Architecture 5
Prerequisites 6
8
15
19
Feature Configuration 20
Node Start-Up Procedures 24
Testing the User Interfaces with Workspace Web Edition 26
Web Services Configuration Options Reference 27
29
Workspace Web Edition & Web Services Deployment Guide

Workspace Web Edition & Web Services

Deployment Guide

RESTRICTED
Note: This is restricted release documentation, and therefore is subject to change and is not complete. Some
features that are described in this documentation might not be fully implemented in the application.

This guide provides information about deploying and configuring Workspace Web Edition & Web Services.

Other Resources
• Workspace Web Edition & Web Services 8.5.x Landing Page

• Workspace Web Edition & Web Services 8.5.x Release Note

• Workspace Web Edition Help

• Web Services API Reference

For information about configuring the Workspace Web Edition (agent desktop) interface, refer to Workspace Web
Edition Configuration Guide.

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Installing and Deploying Workspace Web Edition & Web Services

Installing and Deploying Workspace Web Edition

& Web Services
Premise Implementation

Deploying the Web Application

Start of Procedure

1. Review the Prerequisites, including installation of Cassandra. |See the page.

2. Install Workspace Web Edition & Web Services.

3. Configure Workspace Web Edition & Web Services.

4. Start Web Services and test the configuration.

5. (Optional) Change the default Contact Center feature configuration.

6. Test the User Interface with Workspace Web Edition & Web Services.

End of Procedure

Web Services and Applications Deployment Guide 4

Installing and Deploying Workspace Web Edition & Web Services Architecture

Architecture

On-Premise Architecture
This configuration assumes that you have one contact center for each Workspace Web Edition & Web Services
cluster. The following example depicts a two-node configuration, one node for the Synchronization Node
(SyncNode) and one Client node. You can have any number of Client nodes. Each node must have a connection to
the Cassandra database and the Configuration Layer database.

Workspace Web Edition & Web Services On-Premise Architecture

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Installing and Deploying Workspace Web Edition & Web Services Prerequisites

Prerequisites
The following prerequisites must be met before you can install and configure Workspace Web Edition & Web
Services:

• The Genesys Platform has been installed, configured, and tested.

• Jetty version 8 has been installed and configured.

• Cassandra has been installed and configured.

Cassandra Installation and Configuration

Cassandra is mandatory for Workspace Web Edition & Web Services and must be installed and configured prior to
starting the installation and configuration of Workspace Web Edition & Web Services. The following steps are
intended to serve as a quick guide to installing and configuring Cassandra support for Workspace Web Edition &
Web Services. For more details, or for advanced scenarios, refer to the Cassandra documentation.

Installing Cassandra
Start of Procedure

1. Download the latest 1.1.x version of Cassandra.

2. Copy the Cassandra archive to the installation directory. For example, /usr/local

3. Use a tar utility to extract the files. For example, tar -zxvf apache-cassandra-1.1.11-bin.tar.gz

4. Add directories for data, commitlog, saved_caches, and logs.

5. Make Cassandra a service.

End of Procedure

Next Steps

• Configure Cassandra

Configuring Cassandra

Purpose: Modify the default configuration.

Start of Procedure

1. Modify the cassandra.yaml file:

a. Set cluster_name. It must be the same name on all nodes.

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Installing and Deploying Workspace Web Edition & Web Services Prerequisites

b. Set initial_token according to the place in ring. It must be one of the following:

Node #1: 0
Node #2: 56713727820156410577229101238628035242
Node #3: 113427455640312821154458202477256070484

c. Set seeds to the list of host names of all nodes. For example: -seeds: “node1, node2, node3”

d. Set listen_address and rpc_address to the host name.

e. Set data_file_directories, commitlog_directory, and saved_caches_directory according to the

created directories.

f. Change endpoint_snitch to PropertyFileSnitch.

7. Modify the log4j-server.properties file by setting the log4j.appender.R.File according to the created
folder.
8. Modify the cassandra-topology.properties file by updating the cluster topology to match the following:

node1=AZ1:RAC1
node2=AZ1:RAC1
node3=AZ1:RAC1

End of Procedure

Next Steps

• Verify the installation

Verifying the Cassandra Installation

Start of Procedure

1. Start all Cassandra nodes.

2. Use the nodetool utility to verify that all nodes have connected by entering the following command:

[cassandra install dir]/bin/nodetool -h [cassandra host] ring

End of Procedure

Client-side Browser Support

Workspace Web Edition agent interface is accessed by a web browser. The following browsers are supported:

• Microsoft Internet Explorer 10

• Google Chrome

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

Install Workspace Web Edition & Web Services

Perform the following procedures to configure and install the Workspace Web Edition & Web Services application.

Configuring the Application

Use either Configuration Manager or Genesys Administrator for this procedure:

Configuring the Application in Configuration Manager

Configuring the Application in Configuration Manager

Workspace Web Edition & Web Services uses two application objects in the Genesys configuration environment. A
cluster application of type Genesys Generic Server, and a second application of type Genesys Generic
Client. Together, these two applications provide Workspace Web Edition & Web Services with access to the
configuration required for operation.

Tip
Users, DNs, Places, and Skills are loaded from the Configuration Layer.

The following sections provide details on creating and configuring the Workspace Web Edition & Web Services
application pair.

Importing the Application Templates

Start of Procedure

Purpose: Import the templates for the Workspace Web Edition & Web Services Applications. If the Cloud and
CloudCluster application templates already exist, skip these steps.

1. To create the Cloud template, right-click in the main content area in Configuration Manager and select New >
Application Template.

2. Configure the General tab of the template as shown below:

• Name: Cloud

• Type: Genesys Generic Client

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

• Version: 8.5

• State Enabled: Yes

3. Click OK.

4. To import the Cluster template, right-click in the main content area in Configuration Manager and select Import >
Application Template.

5. Naviate to the //templates folder on the installation CD.

6. Select the Workspace_Web_Edition_Web_Services_850 template file.

7. Click OK.

End of Procedure
Next Steps

• Create the Cluster Application

• Create the Cloud Application

Creating the Cluster Application

Start of Procedure

1. Navigate to the Applications folder in Configuration Manager. Right-click and select New > Application.

2. Select the Workspace_Web_Edition_Web_Services_850 template and click OK.

3. Configure the General tab as shown below:

• Name: Workspace_Web_Edition_Web_Services_850

• Template: Genesys Generic Server

• Component Type: [Unknown]

• State Enabled: Yes

4. On the Tenants tab do the following action:

1. Click Add.

2. Chose the "Environment" tenant.

3. Click OK.

5. On the Server Info tab, choose the appropriate Host object. This automatically adds a corresponding port entry. The
port value is ignored by the server and does not need to be modified.

6. On the Start Info tab, add a “.” to the Working Directory, Command Line, and Command Line Arguments
fields. These values are mandatory for all applications and must be entered to save the application object. Workspace
Web Edition & Web Services does not use these values, so the “.” is used as a placeholder.

7. On the Connections tab, add the following connections:

• T-Server

• Stat Server

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

• Configuration Server

Important
Additional connections to Interaction Server and UCS may be configured if
you are using eServices in your deployment. However, if you add a
connection to Interaction Server or to UCS, you must add a connection to
the other. You must connect both or connect neither.

8. Click OK to save the Cluster application.

End of Procedure

Next Steps

• Create the Cloud Application

Creating the Cloud Application

Important
You must create one Cloud application for EACH node. Each Cloud
application must be configured identically.

Start of Procedure

1. Navigate to the Applications folder in Configuration Manager. Right-click and select New > Application.

2. Select the "Cloud" template and click OK.

3. Configure the General tab as shown below:

• Name: Cloud

• Template: Cloud

• State Enabled: Yes

4. On the Connections tab, add the following connections:

• Cluster application that was configured in the previous procedure.

5. Click OK to save the Cloud application.

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

Configuring the Application in Genesys Administrator

Configuring the Application in Genesys Administrator

Workspace Web Edition & Web Services uses two application objects in the Genesys configuration environment. A
cluster application of type Genesys Generic Server, and a second application of type Genesys Generic
Client. Together, these two applications provide Workspace Web Edition & Web Services with access to the
configuration required for operation.

Tip
Users, DNs, Places, and Skills are loaded from the Configuration Layer.

The following sections provide details on creating and configuring the Workspace Web Edition & Web Services
application pair.

Creating the Application Templates

Start of Procedure

Purpose: Create the templates for the Workspace Web Edition & Web Services Applications. If the Cloud
and CloudCluster application templates already exist, skip these steps.

1. Launch Genesys Administrator (refer to the Genesys Framework 8.1 documentation).

2. In Genesys Administrator, choose the Provisioning tab.

3. To create the Cloud template, select New > Application Template.

4. Configure the properties of the template as shown below:

• Name: Cloud

• Type: Genesys Generic Client

• Version: 8.5

• State: Enabled

5. Click Save and Close.

6. Navigate to the Applications object.

7. Import the CloudCluster template from the installation CD.

8. Select the Workspace_Web_Edition_Web_Services_850 template file.

9. Click OK.

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

10. Click Save and Close.

End of Procedure
Next Steps

• Create the Cluster Application

• Create the Cloud Application

Creating the Cluster Application

Start of Procedure

1. Launch Genesys Administrator (refer to the Genesys Framework 8.1 documentation)

2. In Genesys Administrator, choose the Provisioning tab.

3. Navigate to the Applications object.

4. Select New > Application.

5. Select the Workspace_Web_Edition_Web_Services_850 template and click OK.

6. Configure the object properties as shown below:

• Name: Workspace_Web_Edition_Web_Services_850

• Template: Genesys Generic Server

• State: Enabled

7. On the Tenants tab do the following action:

1. Click Add.

2. Chose the "Environment" tenant.

3. Click OK.

8. On the Server Info tab, choose the appropriate Host object. This automatically adds a corresponding port entry. The
port value is ignored by the server and does not need to be modified.

9. On the Start Info tab, add a “.” to the Working Directory, Command Line, and Command Line Arguments
fields. These values are mandatory for all applications and must be entered to save the application object. Workspace
Web Edition & Web Services does not use these values, so the “.” is used as a placeholder.

10. On the Connections tab, add the following connections:

• T-Server

• Stat Server

• Configuration Server

Important

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

Additional connections to Interaction Server and UCS may be configured if

you are using eServices in your deployment. However, if you add a
connection to Interaction Server or to UCS, you must add a connection to
the other. You must connect both or connect neither.

11. Click OK to save the Cluster application.

End of Procedure

Next Steps

• Create the Cloud Application

Creating the Cloud Application

Important
You must create one Cloud application for EACH node. Each Cloud
application must be configured identically.

Start of Procedure

1. Navigate to the Applications folder in Configuration Manager. Right-click and select New > Application.

2. Select the "Cloud" template and click OK.

3. Configure the General tab as shown below:

• Name: Cloud

• Template: Cloud

• State Enabled: Yes

4. On the Connections tab, add the following connections:

• Cluster application that was configured in the previous procedure.

5. Click OK to save the Cloud application.

Next Steps

• Initialize the Cassandra Schema

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Installing and Deploying Workspace Web Edition & Web Services Install Workspace Web Edition & Web Services

Initializing the Cassandra Schema

Start of Procedure

1. Copy the cf-schema.txt and ks-schema-prod_HA.txt (or ks-schema-local.txt for a single node
Cassandra configuration) from [install_dir]/data to the cassandra node host.

2. Make the following modifications to the file:

a. Align the datacenter name with that of the Cassandra cluster. You can use nodetool to find the name of the
datacenter by examining the output of "nodetool ring" (the tool is located in the bin directory of Cassandra) to find
the name of the datacenter). The following is sample output from the nodetool:

ubuntu@hpe-voicevm-84:/genesys/apache-cassandra-1.1.6/bin$ ./nodetool ring

Note: Ownership information does not include topology, please specify a keyspace.
Address DC Rack Status State Load Owns Token
10.10.15.84 datacenter1 rack1 Up Normal 14.97 MB 100.00% 0
ubuntu@hpe-voicevm-84:/genesys/apache-cassandra-1.1.6/bin$

b. Edit the contents to adjust the number of datacenter entries.

c. Edit the contents to adjust the replication factors. (Refer to external documentation on the DataStax website that
provide more details for information about how to choose the correct values).

3. Clean the data, commitlog, and saved_caches folders prior to starting the Cassandra cluster.

4. Run the following commands:

[cassandra install dir]/bin/cassandra-cli -h [cassandra host] --file ks-schema-prod_HA.txt

[cassandra install dir]/bin/cassandra-cli -h [cassandra host] --file cf-schema.txt

End of Procedure
Next Steps

• Deploy the Web Application

Deploying the Web Application

Start of Procedure

1. Stop Jetty.

2. Copy the jetty.xml file from [build_path]/jetty to $JETTY_HOME/etc.

3. Copy the cloud-web.xml file from [build_path]/jetty to $JETTY_HOME/contexts.

4. Copy the logback.xml file from [build_path]/jetty to $JETTY_HOME/resources.

5. Copy the cloud-web.war file from [build_path]/webapp to $JETTY_HOME/webapps.

6. Copy the configuration files from [build_path]/conf to $JETTY_HOME/genconfig and edit the fields marked
ToBeChanged (refer to Premise Configuration).

End of Procedure

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Services Services

Configuring Workspace Web Edition & Web

Services

Configuring Web Services Node

Workspace Web Edition & Web Services reads a series of configuration files from the location that is defined by the
config.path system property. When Workspace Web Edition & Web Services is started, the config.path
property must be defined or the server will not start.

To start each Web Services node, enter the following command line:

/usr/bin/java -Xmx4096m -Xms4096m -Djetty.port=80 -Djetty.logs=/var/log/jetty

-Dconfig.path=/opt/jetty/genconfig -Djetty.home=/opt/jetty -Djava.io.tmpdir=/tmp

-Djava.net.preferIPv4Stack=true -jar /opt/jetty/start.jar --pre=etc/jetty-logging.xml --daemon

The following parameters are mandatory for the web services node:

• The memory allocation: -Xmx4096m, -Xms4096m

• The configuration path: -Dconfig.path=<your path to config>

Start of Procedure
As described below, modify (or remove) each of the following Workspace Web Edition & Web Services
configuration files:

• server-settings.yaml

• onpremise-settings.yaml

• cassandra-cluster.yaml

The following information is specific to deployment of Workspace Web Edition & Web Services in Premise mode.
For a more general description of available Workspace Web Edition & Web Services configuration options, please
refer to the options reference.

1. In the server-settings.yaml, review the options and modify or retain as appropriate for the deployment. This file
contains a number of core parameters that are used by the server.

The following is an unmodified file:

:externalApiUrl: [ToBeChanged: "PUBLIC_SCHEMA_HOST_PORT"]/api/v1
internalApiUrl: [ToBeChanged: "INTERNAL_SCHEMA_HOST_PORT"]/api/v1
externalApiUrlV2: [ToBeChanged: "PUBLIC_SCHEMA_HOST_PORT"]/api/v2
internalApiUrlV2: [ToBeChanged: "INTERNAL_SCHEMA_HOST_PORT"]/api/v2
reconnectAttempts: [ToBeChanged: "RECONNECT_ATTEMPTS"]
reconnectTimeout: [ToBeChanged: "RECONNECT_TIMEOUT"]
activationTimeout: [ToBeChanged: "ACTIVATION_TIMEOUT"]

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Services Services

contactCenterSynchronizationTimeout: 60000
opsUserName: [ToBeChanged: "OPS_USER_NAME"]
opsUserPassword: [ToBeChanged: "OPS_USER_PASSWORD"]
applicationName: [ToBeChanged: "APPLICATION_NAME"]
applicationType: [ToBeChanged: "APPLICATION_TYPE"]
cmeUserName: [ToBeChanged: "CME_USER_NAME"]
cmePassword: [ToBeChanged: "CME_PASSWORD"]
syncNode: [ToBeChanged: true|false]
cmeAuthenticationEnabled: [ToBeChanged: true|false]
nodeId: [ToBeChanged: unique id of the node]

The following is a sample of a modified file:

externalApiUrl: http://hpe-voicevm-84.genesyslab.com/api/v1
internalApiUrl: http://hpe-voicevm-84.genesyslab.com/api/v1
externalApiUrlV2: http://hpe-voicevm-84.genesyslab.com/api/v2
internalApiUrlV2: http://hpe-voicevm-84.genesyslab.com/api/v2
reconnectAttempts: 1
reconnectTimeout: 10000
activationTimeout: 120000
contactCenterSynchronizationTimeout: 60000
opsUserName: ops
opsUserPassword: ops
applicationName: Cloud
applicationType: CFGGenericClient
cmeUserName: default
cmePassword: password
syncNode: true
nodeId: hpe-voicevm-84

2. In the onpremise-settings.yaml, review the options and modify or retain as appropriate for the deployment. This
file contains a number of core parameters that are used by the server.

cmeHost – primary CME host

cmePort – primary CME port
backupCmeHost – backup CME host
backupCmePort – backup CME port
countryCode – Premise contact center's country code

cmeHost specifies the host or IP of the Configuration Server and cmePort specifies the port of Configuration
Server.

If there is a backup Configuration Server in the Genesys environment and you want HA support, you can
configure two additional parameters in the onpremise-settings.yaml file: backupCmeHost and
backupCmePort. These are the host (IP) and port of the backup Configuration Server.

3. Review cassandra-cluster.yaml. The options settings are as follows:

thrift_port: 9160
jmx_port: 7199
keyspace: sipfs
nodes: hpe-voicevm-84.genesyslab.com
should_sync_schema: TRUE
write_consistency_level: CL_ONE
read_consistency_level: CL_ONE
max_conns_per_host: 16
max_cons: 16

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Services Services

max_pending_conns_per_host: 80
max_blocked_threads_per_host: 160
retry_sleep_time_ms: 5000
retry_max_attempt: 1
#replication_factor: 1

4. For a single-node Cassandra cluster, confirm that write_consistency_level and read_consistency_level

are CL_ONE, and replication_factor are 1, as shown above.

5. For a multi-node Cassandra cluster, set write_consistency_level and read_consistency_level to

CL_QUORUM and replication_factor to 3.

6. (Optional) Specify retry_sleep_time_ms and retry_max_attempt, which define the Web Services retry policy
as a Cassandra client. If these are not specified, the retry_max_attempt is 1 and retry_sleep_time_ms is
5000 (which equals 5 seconds).

End of Procedure

Workspace Web Edition & Web Services Sync Node

To facilitate administration by using standard Genesys tools such as Configuration Manager or Genesys
Administrator, Workspace Web Edition & Web Services can be configured to read the contents of the Configuration
Database, import objects into Workspace Web Edition & Web Services, and subscribe to change notifications from
Configuration Server.

In a multi-node Workspace Web Edition & Web Services deployment, only a single node should be configured to be
the Synchronization Node. The syncNode option in server-settings.yaml is used to control this functionality.
The Workspace Web Edition & Web Services node that performs synchronization tasks should be configured with
the value of syncNode set to true, and all the other Workspace Web Edition & Web Services nodes configured
with the value of syncNode set to false.

Reporting Configuration
The following procedure outlines the steps that are required to enable Workspace Web Edition & Web Services to
use, store, and expose statistical data. Workspace Web Edition & Web Services uses several statistics internally to
support contact availability and also provides a default set of statistics used by the bundled client applications.

The following steps include the configuration of Workspace Web Edition & Web Services node, Statistics Time-to-
Live, Stat Server, and Contact Center Stat Server host and port.

Start of Procedure

1. Open the server-settings.yaml file.

2. Configure the Workspace Web Edition & Web Services node by setting the nodeId property. The value of this option
must be a unique identifier for the Workspace Web Edition & Web Services node.
Each Workspace Web Edition & Web Services node in a cluster must define a unique nodeId. All Workspace Web
Edition & Web Services nodes that share the same Cassandra storage will read the contact centers that require
statistic and divide the monitoring tasks among the Workspace Web Edition & Web Services nodes.

3. In the same file, configure the Statistics Time-to-Live by doing the following:

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Services Services

1. Define the "time-to-live" for statistic storage using the statisticsTTL property. If you do not define this optional
parameter, the default value of 86400 (24 hours) is used.

2. Confirm that the statistics.yaml file is present in the main Workspace Web Edition & Web Services config
folder (defined by the config.path variable, /opt/jetty/genconfig, by default). Modifications to this file are
not typically necessary.
The statistics.yaml file defines which statistics, and for what object types, Workspace Web Edition & Web
Services will request from Stat Server. A default statistics.yaml file is included with the Workspace Web
Edition & Web Services distribution and contains all the statistics Workspace Web Edition & Web Services
requries internally as well as those required by the bundled UI applications.

4. Configure any Stat Server applications in the Genesys environment(s) to which the Workspace Web Edition & Web
Services node/cluster will connect to include a set of statistic definitions that match those included in the
statistics.yaml file. You must do this for both the primary and backup Stat Servers in each Genesys environment
that will be accessed by Workspace Web Edition & Web Services.
A sample Stat Server configuration can be found on the installation CD. This file can be copied locally and imported
using Configuration Manager or Genesys Administrator for both the primary and backup Stat Servers.

End of Procedure

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Installing and Deploying Workspace Web Edition & Web Starting and Testing Workspace Web Edition & Web
Services Services

Starting and Testing Workspace Web Edition &

Web Services
Purpose: to test and verify the Workspace Web Edition & Web Services configuration.

Start of Procedure

1. Start Jetty.

2. To verify that Workspace Web Edition & Web Services Server is up and running, type the following URL into a web
browser:
http://[htcc_host]:[htcc_port]/api/v2/diagnostics/version
If the request is successful, the version will be printed as shown below:

{
statusCode: 0
version: "gws-x.x.xxx.xx"
}

End of Procedure

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Installing and Deploying Workspace Web Edition & Web Services Feature Configuration

Feature Configuration
Each contact center that is created in Workspace Web Edition & Web Services is assigned a set of features. A
feature represents a set of functionality that can be enabled or disabled for each contact center. Workspace Web
Edition & Web Services provides APIs that enable clients to read the list of features that are assigned to a contact
center and then show or hide UI elements according to what is specified. New features can also be assigned to or
removed from contact centers after creation.

Supported Features
The following features are currently supported. If a feature is marked "assigned by default" all contact centers have
this feature assigned. Note: Default features cannot be unassigned at this time.

Name Description Assigned by default

api-provisioning-read General provisioning read Y
api-provisioning-write General provisioning write Y
api-voice API for the voice channel Y
ui-supervisor-provisioning-routing UI to provision routing Y
ui-supervisor-provisioning-skill UI to provision skills Y
ui-supervisor-provisioning-user UI to provision users Y
ui-supervisor-recording UI to view call recordings Y
ui-supervisor-reporting UI to view contact center statistics Y
api-multimedia API for non-voice channels N
api-supervisor-recording API For Call Recording Supervisor Y
API For Supervisors to Monitor
api-supervisor-monitoring N
Agents
API For Supervisors to Control Agent
api-supervisor-agent-control N
States

Feature Assignment for New Contact Centers

When a new contact center is created, it is automatically assigned a default set of features. If the Workspace Web
Edition & Web Services configuration is unmodified, the contact center features are assigned according to the table
in the previous section.

Important

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Features that are assigned to contact centers by default cannot be removed using the API. To
change the default set of features for contact centers, a custom feature-definitions.json
file must be included as described in the next section.

Changing the Default Feature Assignments

To change the default set of features, you must create a feature-definitions.json file and add it to the
config.path folder. When a custom configuration is included, it changes the default features for all contact
centers even after they are created. It is important that all Workspace Web Edition & Web Services nodes in a
cluster share the same feature configuration.

The following sample feature-definitions.json removes the two features that are related to call recording
from the default features.

{
"id":"api-provisioning-read",
"displayName":"API Provisioning Read",
"description":"General provisioning read",
"autoAssignOnContactCenterCreate": true
},

{
"id":"api-provisioning-write",
"displayName":"API Provisioning Write",
"description":"General provisioning write",
"autoAssignOnContactCenterCreate": true
},

{
"id":"api-voice",
"displayName":"Voice API",
"description":"API for Voice",
"autoAssignOnContactCenterCreate": true
},

{
"id":"ui-supervisor-provisioning-routing",
"displayName":"UI Supervisor Provisioning For Routing",
"description":"Routing Provisioning UI",
"autoAssignOnContactCenterCreate": true
},

{
"id":"ui-supervisor-provisioning-skill",
"displayName":"UI Supervisor Skill Provisioning",
"description":"UI Supervisor Skill Provisioning",
"autoAssignOnContactCenterCreate": true
},

{
"id":"ui-supervisor-provisioning-user",

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"displayName":"UI Supervisor Provisioning User",

"description":"UI Supervisor Provisioning User",
"autoAssignOnContactCenterCreate": true
},

{
"id":"ui-supervisor-recording",
"displayName":"UI Supervisor Recording",
"description":"UI For Call Recording Supervisor",
"autoAssignOnContactCenterCreate": false
},

{
"id":"api-supervisor-recording",
"displayName":"API Supervisor Recording",
"description":"API For Call Recording Supervisor",
"autoAssignOnContactCenterCreate": false
},

{
"id":"ui-supervisor-reporting",
"displayName":"UI Supervisor Reporting",
"description":"UI For Reporting Supervisor",
"autoAssignOnContactCenterCreate": true
},

{
"id":"api-multimedia",
"displayName":"Multimedia API",
"description":"API for Multimedia",
"autoAssignOnContactCenterCreate": false
}
]

After making this change, call recording functionality is unavailable.

API Samples

Listing All Supported Features

Request:

GET http://localhost:8080/api/v2/ops/features

Response:

{ "statusCode" : 0,
"uris" : [ "http://localhost:8080/api/v2/system/features/api-voice",
"http://localhost:8080/api/v2/system/features/ui-supervisor-provisioning-user",
"http://localhost:8080/api/v2/system/features/api-provisioning-write",
"http://localhost:8080/api/v2/system/features/ui-supervisor-provisioning-routing",
"http://localhost:8080/api/v2/system/features/ui-supervisor-reporting",
"http://localhost:8080/api/v2/system/features/ui-supervisor-recording",
"http://localhost:8080/api/v2/system/features/api-supervisor-recording",
"http://localhost:8080/api/v2/system/features/api-provisioning-read",

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Installing and Deploying Workspace Web Edition & Web Services Feature Configuration

"http://localhost:8080/api/v2/system/features/ui-supervisor-provisioning-skill",
"http://localhost:8080/api/v2/system/features/api-multimedia"
]
}

Review Features Assigned to a Contact Center

Request:

GET http://localhost:8080/api/v2/ops/contact-centers

Response:

{ "statusCode" : 0,
"uris" : [ "http://localhost:8080/api/v2/ops/contact-centers/95c81988-b435-48b2-8046-ff7b7e11e524",
"http://localhost:8080/api/v2/ops/contact-centers/8fd8e342-3e25-4224-a485-bf4533e0e2bf"
]
}

Request:

GET http://localhost:8080/api/v2/ops/contact-centers/95c81988-b435-48b2-8046-ff7b7e11e524/features

Response:

{ "statusCode" : 0,
"uris" : [ "http://localhost:8080/api/v2/system/features/api-voice",
"http://localhost:8080/api/v2/system/features/ui-supervisor-provisioning-user",
"http://localhost:8080/api/v2/system/features/api-provisioning-write",
"http://localhost:8080/api/v2/system/features/ui-supervisor-provisioning-routing",
"http://localhost:8080/api/v2/system/features/ui-supervisor-reporting",
"http://localhost:8080/api/v2/system/features/ui-supervisor-recording",
"http://localhost:8080/api/v2/system/features/api-supervisor-recording",
"http://localhost:8080/api/v2/system/features/api-provisioning-read",
"http://localhost:8080/api/v2/system/features/ui-supervisor-provisioning-skill"
]
}

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Installing and Deploying Workspace Web Edition & Web Services Node Start-Up Procedures

Node Start-Up Procedures

When installation is complete, you must start the nodes in the following order:

1. Start the Synchronization Node (Node1)

When you first start the node, no contact center exists in Cassandra. This node has to create the new contact center
in your database and import all the necessary objects. The following steps are performed by the node during node
start-up:

• Reads the onpremise-settings.yaml file.

• Reads the list of Genesys environments from Cassandra and test that the environment for the specified cmeHost
and cmePort does not already exist. If it does exists, the existing Genesys environment object is loaded.

• Connects to the Configuration Layer (CME) by using the specified settings and read the Cloud application “Node
1” and the Cluster application.

• From the server-settings.yaml file, “Node 1” determines that this host has to synchronize CME with
Cassandra.

• Attempts to read contact center with predefined name from Cassandra DB:

• If the contact center does not exist, create a new Contact Center and store it in Cassandra.

• Read Cluster (server) application connections, then configure and store or update the Genesys Environment
record.

• Import all objects from CME to Cassandra.

• Subscribe to notifications for CME updates and continuously synchronize updated objects.

2. Subsequent start-up of the Syncronization Node

The second time that the synchronization node is started the contact center exists. The following steps are performed
by the node once the contact center exists:

• Reads the list of Genesys environments from Cassandra and test that the environment for the specified cmeHost
and cmePort does not already exist. If it does exists, the existing Genesys environment object is loaded.

• Connects to the Configuration Layer (CME) by using the specified settings and load Cloud application “Node 1”
and the Cluster application.

• From the server-settings.yaml file, “Node 1” determines that this host has to synchronize CME with
Cassandra.

• Attempts to read the contact center by using the predefined name from the Cassandra database:

• Since the contact center already exists in Cassandra, the contact center initial synchronization and creation
step is skipped and the existing contact center and the existing Genesys Environment are used.

• Retrieves the update history log from CME and synchronizes with the updates that occurred since the node
was shutdown.

• Subscribes to notifications for CME updates and continuously synchronizes with updated objects.

3. Start the non-synchronization node(s) (Node2)

• Reads the list of Genesys Environments from Cassandra.

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Installing and Deploying Workspace Web Edition & Web Services Node Start-Up Procedures

• Opens connections to CME, to the Genesys servers, and to the T-Servers on demand, according to Genesys
Environment configuration.

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Installing and Deploying Workspace Web Edition & Web Testing the User Interfaces with Workspace Web
Services Edition

Testing the User Interfaces with Workspace Web

Edition
Workspace Web Edition is the agent interface of Workspace Web Edition & Web Services. It is deployed as part of
the Workspace Web Edition & Web Services deployment. You configure it by using the Workspace Web Edition &
Web Services Agent Interface Configuration Guide.

Workspace Web Edition Agent Desktop

1. Once the configuration is complete, launch Workspace Web Edition by navigating to /ui/ad/v1/index.html.

2. Enter the credentials for any of the previously created agents. Note that the user must be of the agent type.

3. After clicking Log In, the Workspace Web Edition agent desktop view is displayed and the agent is ready to work.

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Installing and Deploying Workspace Web Edition & Web Services Web Services Configuration Options Reference

Web Services Configuration Options Reference

server-settings.yaml
Option Description Mandatory Default
externalApiUrl Yes
internalApiUrl Yes
connectionTimeout No 120000
externalApiUrlV2 Yes
reconnectAttempts Yes
reconnectTimeout Yes
activationTimeout Yes
contactCenterSynchronizationTimeout Yes
opsUserName Yes
opsUserPassword Yes
applicationName Yes
applicationType Yes
cmeAuthenticationEnabled No True
cmeUserName Yes
cmePassword Yes
syncNode No
logoutAgentWhenNoActiveCometSessionTimeout No
NodeId No
statisticsTTL No 86400
statConnectionTimeout No 5000
statReconnectAttempts No 1
statReconnectTimeout No 10000
createCallRecordingCF No False
crClusterName No
crRegion No
awsS3AccessKey No
awsS3SecretKey No
awsS3BucketName No
awsS3SocketTimeout should >0 No 50000
awsS3MaxErrorRetry should >=0 No 3

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Installing and Deploying Workspace Web Edition & Web Services Web Services Configuration Options Reference

Option Description Mandatory Default

awsS3MaxConnection should >0 No 50
awsS3ConnectionTimeout should >0 No 50000

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Installing and Deploying Workspace Web Edition & Web Troubleshooting Workspace Web Edition & Web
Services Services

Troubleshooting Workspace Web Edition & Web

Services
This section describes logs, configurations, and so on that you should check when you are troubleshooting issues
with Workspace Web Edition & Web Services.

If you open an Issue Request for Workspace Web Edition & Web Services, you must provide ALL of the following
information to assist with troubleshooting and investigating defects:

General Info
• A detailed description of steps that you took to reproduce the issue and the results.

• Screenshots that demonstrate the problem or concern (marked up to indicate the location in the screenshot where the
issue can be seen)

Workspace Web Edition & Web Services

Workspace Web Edition & Web Services Version

• To get this information, type the following URL into a web browser

http://[htcc_host]:[htcc_port]/api/v2/diagnostics/version

• The version will be printed on the browser as shown below:

{
statusCode: 0
version: "gws-x.x.xxx.xx"
}

Workspace Web Edition & Web Services Logs:

• To enable DEBUG mode in Workspace Web Edition & Web Services log: within the Workspace Web Edition & Web
Services VM go to /opt/jetty/resources/ and change the log level in logback.xml to DEBUG or TRACE (instead of
INFO/WARN).

<logger name="com.genesyslab" level="DEBUG" />

• Attach the Workspace Web Edition & Web Services log file: Found under /var/log/jetty/cloud.log.

• (There may also be parts of log for a particular date/time already zipped, attach those as well).

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Installing and Deploying Workspace Web Edition & Web Troubleshooting Workspace Web Edition & Web
Services Services

• Note: Change log back to INFO as soon as possible, otherwise the VM's disk space will be filled, which can cause
various random errors. Use the df command to check disk space.

Workspace Web Edition & Web Services Configuration Snapshot:

• Workspace Web Edition & Web Services configuration files can be found on VM in: /opt/jetty/genconfig/

• Zip up all those files and attach them to the issue report.

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