Handover activation

Prerequirements

• This step must be only executed if the environment counts on a channel which integration with the customer center system in done via an aura-bot dialog and only if the customer center system is Genesys.

• It must be executed only once, when setting up the dialog. Afterwards, the configuration must just be reviewed.

Moreover, the following pre-requirements must be met:

• A kubeconfig of the Aura environment to be configured is available.

• Request to Genesys team the data to access the service:

  • The URL of Genesys service endpoint. For instance, in PRE environment in Spain is: https://www.movistar.es/atcliente/Chat_PRE/ReActivo
  • This endpoint must use basic HTTP authorization, so please, request also the credentials to access it.

• There is an URL where the genesys callback of aura-bridge will be listening to once activated. Usually, something like: https://{{aura-services-domain}}.auracognitive.com/aura-services/v1/genesys/messages?apikey={{api_key}}
  Where:

  • {{aura-services-domain}} should svc-[country]-[environment], for instance svc-es-pre
  • {{api_key}} is a specific APIKey created for genesys to access this endpoint.

• Send the aura-bridge Genesys callback to Genesys team, so it can be configured as callback to send the push notifications. They have to update the callback related to GCTI_GMS_PushProvider: Aura to this URL.

• There is a Kernel environment to which Aura environment is connected. Recommended:

  • kubectl installed in your local host.
  • curl installed in your local host.
  • jq installed in your local host.

Enabling Genesys controller in Aura bridge

• Ensure that all Genesys necessary plugins are set in aura-bridge plugin configuration file:

  [
    "./lib/plugins/async-callback-directline-processor",
    "./lib/plugins/directline-service"
  ]
  

• Once the configuration is applied, validate that the Genesys controller is working properly:

  # substitute <aura-services-domain> with the domain of your environment, usually something like svc-es-pro
  # substitute <api-key> with an apikey generated
  # generate a valid UUID as correlator
  # substitute {{correlator}} with the generated UUID
  export CORRELATOR={{correlator}}
  
  $ curl -i -X POST -H 'Content-Type: application/json' -H 'x-correlator: $CORRELATOR' 'https://<aura-services-domain>.auracognitive.com/aura-services/v1/whatsapp/messages?apikey=<api-key>'
  

• It should return a response with a 401 statusCode.

• If the endpoint is not configured, it should return a 404.

Enabling Genesys use case in Aura Bot

• Set the following environment variables in the aura-bot section of your Aura installer configuration, as explained in the document Aura installer aurak8s.

  aura_bot:
    config:
      HANDOVER_CLIENT_BASE_PATH_URL: '<genesys-api-endpoint>' # URL to access genesys system
      HANDOVER_CLIENT_BASIC_AUTH_NAME: '<aura-user-name>' # user for the basic authorization of genesys endpoint
      HANDOVER_CLIENT_BASIC_AUTH_PASSWORD: '<aura-user-secret>' # password for the basic authorization of genesys endpoint
      HANDOVER_CHAT_SERVICE_NAME: 'XXXX' # base chat name configured in genesys, by default, request-whatsapp-aura`
      HANDOVER_CHECK_STATUS_CHAT_SERVICE_NAME: 'XXX' #chat service to validate communication, by default request-whatsapp-testaura
      HANDOVER_USERDATA_GCTI_GMS_NODEGROUP: 'XXX' # in genesys PRE environments GMS_Cluster, in pro TELF_GMS_Cluster
      HANDOVER_ALWAYS_USE_REMOTE_CACHE: false # cache to get the bypass data. By default, false.
  

• Review the plugins-config.json file to set the proper libraries configuration. This file can be found in this path of Aura installer, where you have to choose the country for your installation: br, de, es, uk:
  deploy/files/containers/bot/plugin-config-[country].json

• If the handover library is configured but the genesys use case is disabled, the file would contain the following lines:

  {
      "packagePath": "@telefonica/aura-bot-handover-library",
      "exclude": [
          "./handover-genesys/handover-bypass-dialog",
          "./handover-genesys/handover-status-dialog"
      ]
  },
  

• To enable the use case, just remove all those lines and add the following one:

  "@telefonica/aura-bot-handover-library",
  

• If handover library was not previously configured in your environment, just add the last line. This enables all the dialogs within the handover library.

• Now, follow the instructions in the current document in order to apply the updated configuration.

Apply the updated configuration

Once the configuration changes are applied:

• If the environment has local use cases:

  • First, run again the deploy_local command, once the configuration changes and plugins file modifications are done.
  • Then, run deploy_core including -t aura-bridge parameter to deploy config changes to aura-bridge

• If the environment is not using local use cases, just run deploy_core including -t aura-bridge aura-bot parameter to deploy config changes to aura-bridge and aura-bot components.