Considerations for Multiple Contact Centers

By supporting multiple contact centers within any given Genesys Environment, Workspace Web Edition & Web Services provides an opportunity for resources to be more efficiently allocated, especially for smaller customers/contact centers.

This means that two small customers could be sharing resources on a single SIP Server, for example. Since this is far more granular than the notion of tenancy supported by Configuration Server itself, Workspace Web Edition & Web Services has employed several naming and organizational conventions when creating and updating objects in the Configuration database. Workspace Web Edition & Web Services also requires that objects created using Genesys Configuration Manager or Genesys Administrator follow these conventions.

Contact Center Domains

When creating a contact center, a domainName is defined. This can be thought of similarly to a web domain (for example, genesyslab) and must be unique across all contact centers. When managing objects for a particular contact center within the Genesys Configuration database, Workspace Web Edition & Web Services uses the domain name to organize objects and ensure uniqueness.

Note that domain names must NOT include periods. Periods are used as delimiters elsewhere in the Genesys solution. For this reason, Workspace Web Edition & Web Services will refuse any contact center creation requests that include a domain with a period.

Object Storage in Folders

Each type of object stored in the Genesys Configuration database for a specific contact center will be created under a subfolder with the contact center domainName. Skills for a contact center with a domainName of genesyslab will be stored under a skills subfolder named genesyslab.

GWS will create persons, places, skills, DNs (extensions or virtual queues), and agent logins, and agent groups under domain folders.

Object Naming Suffixes

In order to ensure that object names are unique across each contact center, Workspace Web Edition & Web Services will include the domainName of the contact center as a suffix when storing the objects within the Genesys Configuration database. If, for example, two contact centers are defined with domainNames genesyslab and angel respectively, a skill named "Spanish" can be created in both contact centers and would be stored as Spanish.genesyslab and Spanish.angel.

Skills and places will be created by Workspace Web Edition & Web Services using this convention. DN objects do not require this suffix and must be unique across all contact centers. Similarly, users are created using the provided username which must be unique across all contact centers. It is the responsibility of the administrator to ensure users are created uniquely and there are several conventions that could be employed to achieve this.

Creating Objects using Configuration Manager or Genesys Administrator

TODO

Handling of Objects Not in Folders

TODO