Genesys Hosted Provider Edition (HPE)

I’ve been doing some background research into Genesys hosted / Cloud / SaaS offerings.

In summary, HPE is a Genesys certified reference solution for Hosted Service Providers with wrappers around standard Genesys components intended to simplify deployment and administration in order to support the “No longer need to re-invent the wheel with each deployment” goal.

The key features of HPE are:

  • Service provider / multi-tenant model
  • Pre-defined set of services
  • Pre-defined hardware / software configuration
  • Pre-defined performance levels
  • Pre-defined service availability levels
  • Modular scalability

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HPW 8.1 added support for Service Provider License Reporting Manager (LRM) which has reports providing details on tenant utilisation.

HPE is designed to scale in increments called a “Growth Segment” or “Services Segment“. The concept of a segment arises from the requirement to support modular growth. There can be a maximum of 16 segments and each Services Site (see later) can contain up to 8 segments.

Each segment can support:

  • 4000 configured advisors
  • 2000 active advisors
  • Up to 100 tenants
  • 18 interactions per second (70% Inbound / 20% Outbound / 10% Multimedia)

HPE makes extensive use of VMware vSphere 4 to provide virtualisation of hardware resources, to simplify administration, consolidate hardware, and assist with Disaster Recovery. With the exception of Oracle 11g RAC, GIM and Media Server, all components of HPE are deployed on virtualised servers.

HPE uses HP BL 460 G7 blade servers and EMC2 CLARiiON CX4 network storage with a RecoverPoint appliance running VMWare Site Recovery Manager for geographical redundancy and data protection.

HPE 8.1 uses the following VMWare software:

  • VMWare vSphere Hypervisor ESXi v4.1.0
  • VMWare vSphere Enterprise Plus
  • VMWare vCenter Standard server v4.1.0
  • VMWare vCenter SRM v4.1.1
  • VMWare vCenter Heartbeat v6.3
  • Oracle Real Application Clusters 11g Release 2
  • Oracle GoldenGate 11g

HPE components are deployed at Management Sites, Services Sites and Tenant Sites as shown in the diagram below:

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The Management Site hosts centralised Configuration, Management and Reporting components including Configuration Server, Solution Control Server, License Reporting Manager (LRM) and Genesys Interactive Insights.

The Management Site can support up to 32,000 active advisors, 64,000 configured advisors, and 1,600 tenants distributed across multiple Services Sites.

Each Services Site hosts the Genesys components associated with providing services such as Inbound Voice, Outbound Voice, E-Mail, Chat and Reporting to tenants. These components include SIP Server, IVR Server, Universal Routing Server, Stat Server, Media Server, Interaction Concentrator, Genesys Info Mart, and associated databases. Each Services Site supports short-term survivability, up to 24 hours in the event of a Management Site outage, or loss of network connectivity to the Management Site.

Tenant Sites host individual tenant (Customer) contact centres e.g. Customer sites. In many cases, no Genesys components are installed at the Tenant Sites. In cases where the tenant has a local switch, its associated T-Server is installed at the tenant site. In addition, some components are also installed at the Tenant Site for tenants that require Genesys Workforce Management.

Each Services Site is composed of several block types.

Each Services site has a single Site Common block. The components in the Site Common block are common to an entire Services Site. These components are deployed at the site level because they can be scaled to support the overall capacity of a single site, and it would be less efficient to deploy them at the segment or tenant level.

Each Services Site contains up to eight “Growth Segments” or “Services Segments”. Each Services Segment supports up to 2000 active advisors. Network-level routing and Disaster Recovery are managed on a per-segment basis. To support Disaster Recovery, each active Services Segment has a designated redundant backup Segment deployed at a different Services Site, with any associated databases replicated to that site.

Each Services Segment contains a single Segment Common block. The components in the Common block are multi-tenant aware, and are shared by all the tenants in the segment.

Each Services Segment can contain up to 100 Tenant blocks. The components in the Tenant block are those that do not currently support multi-tenancy, and must therefore be deployed with one instance per tenant.

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