This article explains the main components required to enable the integration of the Unified Contact Center Enterprise Edition (UCCE) with Fusion Palettes using the Enterprise Application Gateway protocol (GED-145).
Note that this document is not a guide on how to create an ICM script, but rather a high level description of the main pieces of configuration necessary to establish a GED-145 communications link between UCCE and Palettes.
GED-145 allows UCCE to communicate with an external application via its Intelligent Contact Manager (ICM) using a simple request/response mechanism. Application Gateway requests are managed from within an ICM/UCCE routing script.
The following sections describe the configuration within both Palettes and UCCE to allow the integration of these entities.
High Level Call Flow
There are 2 artefacts that need to be deployed onto the Palettes server which will enable Palettes to integrate with UCCE.
- The UCCE Adapter - this component is deployed via the Palettes installer and is the element that will communicate with UCCE using GED-145
- The UCCE Adapter's configuration component
The configuration component is a WAR file (e.g. ucce_adapter_sample_appconfig.war) that is deployed manually and defines the Adapter for which its configuration applies.
This WAR file also defines the following:
- the TCP port that the UCCE Adapter should listen on when waiting for UCCE to connect in order to establish the GED-145 communications link. The default is: 9876
- the name of the Palettes Application to which a customer-side client application should connect (the default is: ucceadapter). A 'Palettes Application' is simply a conceptual association between an Adapter and its configuration component
- the name of the UCCE Adapter's service that a customer-side client application can connect to prior to sending data to Palettes. The default service name is: context
- the name of the UCCE Adapter's datasource associated with the service which a customer-side client application can use when sending data to Palettes. The default is: main
Although the deployment order is not important, once both the UCCE Adapter and its associated configuration component have been deployed, Palettes creates an instance of the UCCE Adapter using the defined configuration.
It is at this point that the Adapter begins listening for a TCP connection from UCCE and exposes the configured service to any customer-side client applications.
The communications link between UCCE and Palettes is managed by an ICM script. More specifically, it is an Application Gateway within the ICM script that performs this operation.
NOTE: There is no requirement for a Peripheral Gateway when using GED-145.
When the Gateway node is added to the ICM script (as shown in the diagram below), it needs to be configured with the appropriate Application Gateway that has been set up to communicate with Palettes.
The diagram below shows an example of a simple ICM routing script.
The Application Gateway will attempt to establish a TCP connection to its configured external application server (i.e. the Palettes server) immediately after these properties have been set.
Configuring the Application Gateway requires only a few steps as highlighted below:
- Define the IP address of the Palettes server together with the port it has been configured to listen on for GED-145 connections on e.g. 22.214.171.124:9876
- It is recommended that the default TCP connection attempt limit (i.e. 10) is overridden and set to 'Forever'. This is to avoid the scenario in which this Application Gateway is created before Palettes has been configured to listen for GED-145 connections. Unless the default connection attempt limit is changed, the Application Gateway will only attempt to establish a TCP connection to Palettes based on its default setting. Once it has reached its connection attempt limit, it will no longer try again. Overriding the default allows Palettes to be configured after the Application Gateway.