Deployment Guide

This deployment guide provides detailed, step-by-step instructions to deploy the Quality Management (QM) as part of the Expertflow CX platform. It also includes guidance for deploying the QM-Connector, which extends quality management capabilities to conversations conducted via Cisco Contact Center.

This document outlines the Prerequisites required for deployment, including QM backend Deployment, QM Connector deployment. After deploying QM, one has to configure IAM (Keycloak) configurations for QM.

Prerequisites

• Expertflow CX Helm-based Deployment for Expertflow CX

QM Backend Deployment

Move to the kubernetes directory in the cloned Expertflow CX branch

cd CX-4.10/kubernetes

1. Create the database in Postgres

QM Backend requires a db named qm_backend in Postgres, already deployed in the ef-external namespace. Follow the steps below to create one.

1. exec into the ef-postgresql-0 pod in the ef-external namespace

kubectl -n ef-external exec -it ef-postgresql-0 -- bash

2. execute the environment setup for ef-postgresql-0 ( Only needed when the postgresql is running in non-HA mode , like no pgpool and multiple replicas of postgresql are running )

/opt/bitnami/scripts/postgresql/entrypoint.sh /bin/bash

3. Log into Postgres using the following command

psql --host ef-postgresql -U sa postgres -p 5432

4. The system will ask for the password for the user sa. Enter the password, configured during deployment of Postgres. You should now be logged into the Postgres shell.

5. Create the required database and extensions using the following commands.

CREATE DATABASE qm_db;
\c qm_db;
CREATE EXTENSION IF NOT EXISTS "uuid-ossp";

6. Then to exit from the shell

\q
exit
exit

2: Deploy QM Backend

Create and Customise cx-qm-custom-values.yaml

vi helm-values/cx-qm-custom-values.yaml

global:   
  ingressRouter: <CUSTOM-FQDN> 

helm show values expertflow/qm --version 4.10.0 

Finally, deploy the QM using the following command.

helm upgrade --install --namespace=expertflow --set global.efCxReleaseName="ef-cx" qm  --debug --values=helm-values/cx-qm-custom-values.yaml expertflow/qm --version 4.10.0

To see the QM-related options in Unified Admin, you also need to do some configuration on IAM (Keycloak) and assign related roles to the users. Follow these instructions for the configurations.

QM Connector Deployment

QM Connector is an optional component. It only needs to be deployed if you want to perform quality management on the conversations done through Cisco Contact Center. It pushes the call recordings as conversations into the Expertflow CX from VRS. VRS is a Voice Recording Solution, which lets you record and playback recordings for future use. See the following guide to install VRS

Prerequisites

• VRS for Cisco Installation Guide

1. Configure Channel on Unified Admin

One needs to create a channel of type CISCO_CC for both Inbound and Outbound, for communication between Expertflow CX and the QM Connector.

1. For outbound, select a 4-5 Digit Number, and set it as UCCE_OB_SERVICE_IDENTIFIER in helm-values/cx-qm-custom-values.yaml

2. Set Routing Mode as External

3. Set the Channel Model as HYBRID

4. Create a new user in Realm, set its name & password as ‘vrs’, and assign all 21 ‘realm-management’ roles to that user. SetKEYCLOAK_USERNAME & KEYCLOAK_PASSWORD in values.yaml

2. Deploy QM Connector

1. By default QM Connector is not enabled for deployment in the helm-values/cx-qm-custom-values.yaml file. Edit the helm-values/cx-qm-custom-values.yaml file to set the enabled flag to true for qm-connector.

2. Update the environment variables given in the table below, under QM-Connector in the helm-values/cx-qm-custom-values.yaml file, according to the channel, VRS, and UCCE configuration.

3. Run the deploy command.

helm upgrade --install --namespace=expertflow --set global.efCxReleaseName="ef-cx" --version 4.10.0 qm  --debug --values=helm-values/cx-qm-custom-values.yaml expertflow/qm