GVP Deployment Guide Genesys Voice Platform 85 8/5/2020 Table of Contents GVP Deployment Guide 4 Introduction to GVP 8.5 5 GVP Architecture 8 Resource Manager 19 Policy Server 24 CTI Connector 27 PSTN Connector 30 Media Control Platform 33 Call Control Platform 39 Fetching Module and Squid 41 MRCP Proxy 43 Supplementary Services Gateway 44 Reporting Server 47 Resource Manager High Availability Solutions 52 How GVP Works 61 How the Resource Manager Works 62 Session Management 63 Service Selection 65 Policy Enforcement 69 Service-Request Modification 72 Managing Resources 73 Full Call Recording Requests (from Cisco UCM) 84 How the Policy Server Works 85 How the CTI Connector Works 92 How the PSTN Connector Works 98 How the Media Control Platform Works 104 How the Call Control Platform Works 128 How the Fetching Module Works 132 How the MRCP Proxy Works 137 How the Supplementary Services Gateway Works 140 Support for Nuance SessionXML 151 How Logging and Reporting Works 153 GVP Call Flows 167 Specifications and Standards 182 Prerequisites and Planning 191 Preparing the Operating System for GVP 208 Preparing the Hosts for GVP 211 Installing GVP 215 Installing GVP with the Deployment Wizard 218 Installing the VP Reporting Plugin for GAX 223 Preparing to Install GVP Manually on Windows 228 Manually Installing GVP on Windows 238 Table: Connection Parameters for Configuration Server 250 Preparing to Install GVP Manually on Linux 251 Manually Installing GVP on Linux 256 Installing and Configuring the PSTN Connector 265 Deploying Multiple Media Control Platforms 276 Deploying GVP Multi-Site Environments 281 Configuring GVP 298 Configuring the GVP Components 301 Configuring GVP Components 2 311 Configuring GVP Components 3 323 Configuring the GVP Reporting Server Database 335 Maintaining GVP 346 Resource Manager High Availability 353 Resource Manager HA (Windows) 361 Resource Manager HA (Linux) 371 Reporting Server High Availability 388 Optimizing GVP Performance Through HTTP Caching 393 GVP Deployment Guide GVP Deployment Guide [+] What is GVP? Genesys Voice Platform (GVP) is a software suite that constitutes a robust, carrier-grade voice processing platform. GVP unifies voice and web technologies to provide a complete solution for customer self-service or assisted service. As part of the Voice Platform Solution (VPS), GVP is fully integrated with the Genesys Management Framework. GVP uses Genesys Administrator, the standard Genesys configuration and management graphical user interface (GUI), to configure, tune, activate, and manage GVP components and GVP voice and call-control applications. GVP interacts with other Genesys components and can be deployed in conjunction with other solutions, such as Enterprise Routing Solution (ERS), Network Routing Solution (NRS), and Network-based Contact Solution (NbCS). [+] Intended Audience This document is primarily intended for system integrators and administrators, and it assumes that readers have a basic understanding of: • Computer-telephony integration (CTI) concepts, processes, terminology, and applications. • Network design and operation. • Your own network configurations. • Genesys Framework architecture. Orientation Installation and Deployment Configuration and Maintenance • Configuring GVP • Introduction • Configuring Resource Manager • Prerequisites and Planning High Availability • GVP Architecture • Preparing the Operating System • Configuring Reporting Server • How GVP Works • Preparing the Hosts for GVP High Availability • GVP Call Flows • Installing GVP • Optimizing Performance through • Specifications and Standards HTTP Caching • Maintaining GVP GVP Deployment Guide 4 Introduction to GVP 8.5 Introduction to GVP 8.5 • Overview • Features • New in 8.5 ReleaseS Overview Genesys Voice Platform is a software suite that integrates a combination of call-processing, reporting, management, and application servers with Voice over Internet Protocol (VoIP) networks to deliver Web-driven dialog and call-control services to callers and enables Genesys customers to deliver interactive, media-centric applications to end users. Integration with Genesys Framework GVP is a major component of the Voice Platform Solution (VPS), which integrates GVP with the Genesys Framework to deliver next-generation voice processing that meets advanced call routing and voice self-service needs for an enterprise contact center. Although GVP is commonly used in enterprise self-service environments that use voice over telephone, many other applications including assisted service, multimedia interactions, and applications outside the contact center are possible. GVP Interactive Voice Response GVP differs from traditional Interactive Voice Response (IVR) solutions, in that it separates the voice and call- control applications from the call-processing environment. GVP does not rely on proprietary hardware, and it executes voice and call-control applications that are created in nonproprietary coding languages Voice Extensible Markup Language (VoiceXML) and Call Control Extensible Markup Language (CCXML). For the coding languages and other open standards that GVP supports, see Specifications and Standards. The GVP software includes a voice and call-control browser that interprets VoiceXML and CCXML documents into call-processing events. The voice and call-control applications are configured as IVR Profile objects that are provisioned through the Genesys Administrator Web-based user interface. The IVR Profiles define how requests received by the VPS are translated into concrete service requests that GVP components in the deployment can execute. Third-Party Servers Third-party application servers within a GVP deployment store and deliver the VoiceXML and CCXML applications. VoiceXML and CCXML documents can be generated dynamically by using any number of Web-based technologies, such as Active Server Pages (ASP) or Java Server Pages (JSP), or by using a complete application development and execution environment, such as Genesys Composer. For more information about Composer, see Composer. GVP supports automatic speech recognition (ASR) and speech synthesis text-to-speech [TTS]) as part of a VoiceXML dialog through supported third party ASR and TTS engines that use the open standards listed in Specifications and Standards. GVP Deployment Guide 5 Introduction to GVP 8.5 Features Genesys Voice Platform provides a variety of features that support call handling for voice and call-control applications through either Time Division Multiplexing (TDM) or VoIP functionality. As a flexible, standards-based voice processing platform, GVP also expands traditional IVR functionality with self-service and assisted-service capabilities that are tightly integrated with the Genesys product suite. Core Telephony Features GVP provides the following core telephony features: • Call handling through Session Initiation Protocol (SIP). • Support for major Private Branch Exchange (PBX) switches through the SIP Server. • Support for major media gateways. • Support for blind and consultative IP call transfers triggered by SIP REFER messages. SIP REFER messages also trigger Time Division Multiplexing (TDM)/Public Switched Telephone Network (PSTN) network transfers when the media gateway supports this functionality. • Call Bridging, in which the inbound and outbound legs are maintained (for the call duration) when GVP sits in front of the switch. • Media services, including voice prompts, menus, and data collection for example, Dual-Tone Multi-Frequency (DTMF) or speech. • Acceptance and processing of information delivered with a call from the media gateway, including Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), and Calling Line Identification (CLID). Advanced Features The following advanced features are available: • Support for voice and call-control applications written in standard VoiceXML and CCXML, respectively. For the coding language standards supported by GVP, see Specifications and Standards. GVP also supports extensions, to assist in the call-control requirements of a voice application. • Support for automatic speech recognition. • Support for text-to-speech. • Conferencing. • Call parking, providing multi-site contact centers with the ability to enable self-service and call queuing on GVP, before transferring or bridging the call to an agent. • Intelligent call routing provided by Genesys Enterprise Routing Solution (ERS) and Network Routing Solution (NRS), when GVP is combined with other Genesys products. • Graphical User Interface (GUI) for the development of VoiceXML applications using Composer. For more information, see Other Genesys VPS components. GVP Deployment Guide 6 Introduction to GVP 8.5 • Provisioning, configuration, deployment, and monitoring using Genesys Administrator. New in 8.5.x Releases Supplement to Documentation includes: • Latest Available IPs • New in 8.5.1 • Documentation Corrections • Deployment Notes GVP Deployment Guide 7 GVP Architecture GVP Architecture This section describes the primary components and basic architecture of Genesys Voice Platform (GVP) 8.5. • GVP and the Voice Platform Solution • GVP Components • Genesys Voice Platform Solution Components • Third-Party Software • Communication Within GVP • SNMP Monitoring • High Availability and Scalability • Resource Manager High Availability Solutions GVP and the Voice Platform Solution GVP, Session Initiation Protocol (SIP) Server, Management Framework, and Genesys Administrator together constitute the Voice Platform Solution