Solution Components

Customer Channel Manager (CCM) is the component for connecting customer channels such as Facebook and Viber. See Customer Channels for all supported channels and channel capabilities.

The docker-compose file for Customer Channel Manager is located at <install-dir>/sds/docker-compose-ccm.yml and for HA deployment, docker-compose file is located at <install-dir>/sds/docker-compose-ha-ccm.yml. APIs exposed and consumed by Channel Manager are documented on CCM 3.x APIs.

docker-compose-ccm.yml

Media Routing Engine (MRE) queues and routes requests to available agents. This component contains following Docker services:

1. mre - the core routing engine. Tweak configurations in MRE Environment Variables. 

2. mre-microservice - exposes REST API for MRE configurations. These configuration include Attributes, Agent-Attribute association, MRD and Precision Queues. Tweak configurations of this container in MRE-Microservice Environment Variables.

3. mre-ui - web based admin user interface to configure MRE. See MRE UI environment variables for modifying default environment configurations. 

docker-compose-routing.yml

Hybrid-Chat primary components including bot-connector, chat-server, and file-engine.

docker-compose-hc-server.yml

This component exposes APIs for database access. It also consumes AMQ queues for storing events in the underlying database.

docker-compose-db-connector.yml

It's the web-chat gadget component. 

docker-compose-customer-gadget.yml

Deploys an interface for Support Staff's interaction interface

docker-compose-agent-gadget.yml

Active MQ Publisher/subscriber-based Messaging platform used for Hybrid-Chat  components communication and services 

docker-compose-amq.yml

Campaigns Management

docker-compose-campaigns.yml

Articulate Bot for an  automated action/response, assisting the Support Staff

docker-compose-kb-integration.yml

Defines business calendar and holidays

docker-compose-eabc.yml

Basic User Management Module with a web-based interface to do user/group manipulation.

docker-compose-umm.yml

Nginx based Application layer routing, also responsible for failover routing in case of High Availability deployments. This only applies to the application level. 

docker-compose-service-gateway.yml

To install local rasa bot with rasa x.

docker-compose-rasa-x.yml

Backend database service for the User Management Module.

docker-compose-mysql.yml

primary database component for storing and retrieval of Hybrid-Chat-related historical data includes chat histories and other information. 

docker-compose-mongo.yml

HAProxy based Layer4 load-balancer. Primarily runs on a separate node in a High Availability deployment model.

docker-compose-loadbalancer.yml