Contact Centre Deployment Procces¶
One-time operations:
In the initial phase, you need to configure the environment on which Fronstage tenants will run. This includes the AKS cluster (Azure Kubernetes Services), nginx, DNS, application registration and the DS instance. A Platform is then created for AKS and nginx in DS, which serves as a parameter for certain scripts (it is only created once). You must have a working Azure portal with admin access and an AS7 PBX.
The following stages are repeated for each tenant:
Preparation - preparation and setup of external services necessary for running the installation, input data
Deployment - installation and configuration of the contact center, individual steps may require manual intervention, resulting in a functional installation in the default state
After deployment - install and configure components that cannot be installed automatically; edit settings and enter data
Important
If a problem occurs at any step, you can tell by the Status column in the script list.
Usage examples¶
New installation with preconfiguration¶
Example deployment of a simple voice system, no call recording, no reporting, “out-of-the-box” customized configuration file
The deployment uses a given sequence of individual scripts
Preparation¶
Required info:
Name of tenant - “autotenant5”
Data for AS7 PBX
Connection string - “XXXX”
Pilot - 111
IVR/WaitingQueue - 2222
Extensions number range - 1001 - 1004
Azure portal
Administration access
It is necessary to specify the redirect URI that the portal will accept after authentication
protocol://server/TenantName/signin-microsoft/
aprotocol://server/TenantName/ReactAdminAppName/signin-microsoft/
, insert both of the forms to AzureFor example: https://atlantis-ds/autotenant5/ra/singin-microsoft
Deployment¶
Create new Tenant on the eponymous tab
Request a licence for the newly created tenant by using License request (manual) script
Create a database by using MS DB on Azure script
Create a new Kubernetes Namespace by using K8s NameSpace script
Create a database structure by using K8s Job ModelDb script
Register new AS7 tenant by using PBX AS7 Tenant script
Create pilot, IVR and workplaces by using PBX AS7 configure workplaces, PBX AS7 configure IVR & waiting and PBX AS7 configure pilots scripts
Create a set of FS modules by using K8s PODs PS,RA,SA,SB,SR,SS,RC macro-script
If everything went alright you can already run individual FS applications.
Post deployment¶
Create agent accounts by using Agents
When agents created, configure their accounts and rules:
Skills, seatings and knowledge by Agents
Queues by using Queues visual editor
Working hours by using Holidays visual editor
Calls conditions by using Inbound Calls, Waiting of calls, … (all types of calls conditions) visual editors, Scripts (IVR)
Installation including WebChat and IM¶
This is an addition, where we will also enable email, webchat and social networks. Execute after the previous example is complete on the same workspace.
Preparation¶
Required info:
Email mailbox details, create Azure blob storage and “messages” container
Deployment¶
Create the WebSite module by using the K8s POD WebSite script
Perform an initial webchat configuration by using the Website Chat Configuration script
Create the ServiceLink module by using the K8s POD ServiceLink script
Post deployment¶
In ReactAdmin open Input device and Output device values.
where adjust predefined email gateway values. Adjust theIn ReactAdmin open
, where edit the predefined item “StorageAzureBlob”Email storage
Edit the
ConnectionString
andContainerName
- you get the values in Azure where you host the repository
In ReactAdmin open
, where you edit the predefined rulesThere are two types: “WebChat” - condition specifying the used web script and template of the given webchat instance; “CORS” - inserts CORS headers for correct inclusion of the webchat window
For both, edit the Address (URL Regex) entry to the address of the web page where the webchat script is embedded
In ReactAdmin open
, where you edit the predefined Facebook gatewayThe Device entry contains the configuration. Edit at least
Id
andPageAccessToken
In the same menu, edit the predefined gateway for WhatsApp. In Device edit
PhoneNumber
andApiKey
Deployment functionality check¶
At the end of deployment phase it is necessary to check the whole installation for possible errors.
Use “LENS” application to check installed Kubernetes Namespace, if all the containers are running (container = “POD”), check their configuration
Each container indicates its actual status, displays logs (log level can be set individually for each instance)
Check the Azure portal and all of the settings
Check database settings
Important
Every change in the container’s settings causes it to restart.