Getting Social with Digital Messaging Server. Jim Crespino Director, Developer Enablement

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2 Getting Social with Digital Messaging Server Jim Crespino Director, Developer Enablement

3 Digital Messaging Server Overview Previously known as Social Messaging Server in Genesys v8.5 Provides an extensible, Java plug-in framework to integrate Digital channels into Genesys Productized channels include: Genesys Hub Facebook (Posts and Messenger) Twitter Apple Business Chat Facebook Twitter RSS SMS/MMS WeChat Custom channels are supported!

4 Custom Channel Drivers Java-based plug-ins that implement the ChannelDriver interface A channel driver manages the connection to a digital channel Messages received from the digital channel are submitted into Genesys Page-mode Interactions A one-and-done interaction Session-mode Interactions A real-time chat-like interaction Message replies from the agent (or Genesys routing) are sent back to the digital channel Channel Drivers are defined in the DMS options: channel-<name> section (required) Contains class name of channel driver channel-<name>-<extra> section (options) Custom channel driver options

5 Digital Message Server Architecture Channels Digital Messaging Server Channel Driver (Skype) Page Mode Ixn Server Channel Driver (LINE) Channel Driver (FB Messenger) Sessio n Mode Chat Server

6 Deploy DMS: Prerequisites Supported OSes: MS Windows Server 2003/2008/2012 (x64) Red Hat Enterprise Linux 5 or 6 (x64 only) Solaris 10 (x64) (Oracle DBMS) AIX 6.1 or 7.1 (x64) Supports Java Version: Java 8

7 Deploy DMS: Application Object 1. Create an Application object for Social Messaging Server if it does not already exist. 2. Create a new Application object based on the Application template. Open the Properties dialog box of the Application object. 3. On the Server Info tab: In the Host box, enter the name of the desired host. In the Communication Port box, enter the port Social Messaging Server will use. 4. On the Start Info tab enter. in the Working Directory, Command Line, and Command Line Arguments fields. These will be over-written with the correct values during the installation, but they cannot be left blank at this point. 5. On the Connections tab, add a connection to Interaction Server. 6. If this is for a multi-tenant environment, add the tenant(s) on the Tenants tab. 7. Open your Interaction Server Application and add a connection to Social Messaging Server then specify the Connection Protocol as either simple or addp.

8 Deploy DMS: Install Executable Windows: 1. Locate the Setup.exe on the product CD. 2. Double-click Setup.exe. Linux/Unix: 1. Locate the install.sh file on the product CD. 2. Use the command >install.sh to start the installation script. 3. On request, enter the absolute path for the directory of the Java runtime. 4. Press Enter to confirm the host name for the installation. 3. Select Java Runtime 4. Enter the login information for your Configuration Server: 1. Host 2. Port 3. User 4. Password 5. Select the appropriate Digital Messaging Server Application object from the list. 6. Confirm selection of JDK. 7. Click Install. 5. Enter the login information for your Configuration Server: 1. Host 2. Port 3. User 4. Password 6. From the list of applications, select one and enter its number in the list. 7. Press Enter to confirm the suggested destination directory, or choose another one. 8. Answer other questions, if required. 9. Edit the path to Java 1.7 In the dmserver.sh script, change the following line: JAVA_EXECUTABLE_PATH="<JAVA_EXECUTABLE_PATH value>

9 Deploy DMS: Install Productized Channels If using, install the channel drivers for: Facebook Twitter RSS Hub

10 Deploy DMS: Configure Application Options The following Sections should be configured based on deployment guide: channel-<anyname> channel-<anyname>-monitor[-anyname] settings endpoints:<tenant_dbid>

11 Developing Custom Channel Drivers

12 ChannelDriver Interface public interface ChannelDriver { String getname(); String getversion(); KeyValueCollection getservice(string var1, String var2, KeyValueCollection var3) throws Exception; void initialize(channeldriverpu var1) throws Exception; void shutdown() throws Exception; void connect() throws Exception; void disconnect() throws Exception; boolean isconnected() throws Exception; void exemodechanged(string var1); void configurationchanged(keyvaluecollection var1, KeyValueCollection var2, KeyValueCollection var3) throws Exception; String umsrequest(string var1, String var2, String var3, KeyValueCollection var4) throws Exception; void submitmessageresult(string var1, boolean var2, KeyValueCollection var3) throws Exception; void chatsessionnotification(string var1, KeyValueCollection var2) throws Exception; KeyValueCollection[] getattachments(string var1, byte[] var2) throws Exception;

13 ChannelDriverPU Interface public interface ChannelDriverPU { String[] getserverversions(); String getservername(); String getprimaryservername(); String getchannelname(); Path getworkspacepath(); String getworkspacelocation(); ChannelConnector getchannelconnector(); GfrPU getgfrpu(); void connectionstate(boolean var1, String var2); Boolean isprimaryexecutionmode(); void changeconfiguration(keyvaluecollection var1, KeyValueCollection var2) throws Exception; boolean umsresponse(string var1, KeyValueCollection var2); boolean umsfaultresponse(string var1, int var2, String var3, KeyValueCollection var4); void submitmessage(string var1, KeyValueCollection var2) throws Exception; Message senditxrequestandwait(message var1, long var2) throws Exception; String getchatdescription(keyvaluecollection var1) throws Exception; int getnextitxreferenceid(); ESPResponse senducsrequestandwait(string var1, String var2, KeyValueCollection var3, KeyValueCollection var4, long var5) throws Exception; boolean isucsconnected();

14 Imports //from es-dms-server.jar import com.genesyslab.mcr.smserver.channel.channeldriver; import com.genesyslab.mcr.smserver.channel.channeldriverconstants; import com.genesyslab.mcr.smserver.channel.channeldriverpu; import com.genesyslab.mcr.smserver.channel.channelpu; import com.genesyslab.mcr.smserver.common.srvutil; import com.genesyslab.mcr.smserver.gframework.gfrpu; import com.genesyslab.mcr.smserver.gframework.lmsmessages; // from kvlists.jar (Platform SDK) import com.genesyslab.platform.commons.collections.keyvaluecollection;

15 ChannelDriver Interface public class SampleDriver implements ChannelDriver { private String NAME = "Genesys Driver Sample"; private String VERSION = " "; private String COPYRIGHT = "Copyright 2017 Genesys"; public String getname(){return NAME + -" + COPYRIGHT; public String getversion(){return VERSION; public String getmediaaccount(){ return String.format("%s,Version=%s", NAME, VERSION);...

16 Initialize and Shutdown protected ChannelDriverPU channelpu = null; public void initialize(channeldriverpu channeldriverpu) throws Exception { this.channelpu = (ChannelPU) channeldriverpu; // Read configuration here // Initialize resources for media channel here public void shutdown() throws Exception { disconnect();

17 Connection State protected boolean mediaconnected = false; public boolean isconnected() throws Exception { return mediaconnected;

18 Connect public void connect() throws Exception { if (mediaconnected) { return; try { // connect to media channel here channelpu.connectionstate(true, "connected"); mediaconnected = true; catch (Exception ex) { mediaconnected = false; channelpu.connectionstate(false, "connection attempt failed"); throw new Exception("connection attempt failed", ex);

19 Disconnect public void disconnect() throws Exception { if (!mediaconnected) { channelpu.connectionstate(false, disconnected"); return; try { // disconnect from media channel here channelpu.connectionstate(false, "disconnected"); mediaconnected = false; catch (Exception ex) { mediaconnected = true; channelpu.connectionstate(true, "disconnect attempt failed"); throw new Exception("disconnect attempt failed", ex);

20 umsrequest (ESP request) public String umsrequest(string serverrequestid, String servicename, String methodname, KeyValueCollection requestdata) throws Exception { if (!mediaconnected) { channelpu.umsfaultresponse(serverrequestid, 1101, Not connected to channel", null); return serverrequestid; if (!FieldNames.SERVICE_Session.equalsIgnoreCase(serviceName)!FieldNames.METHOD_SesSendOutbMsg.equalsIgnoreCase(methodName) { String errmsg = String.format( Unknown servicename[%s] or methodname[%s] received", servicename, methodname); channelpu.umsfaultresponse(serverrequestid, 1102, errmsg, null); return serverrequestid; // Send session-mode outbound message on channel here channelpu.umsresponse(serverrequestid, new KeyValueCollection());

21 Submit Message private void submitmessage(hashmap<string,string> indata) throws Exception { KeyValueCollection messagedata = new KeyValueCollection(); messagedata.addstring(fieldnames.ums_channel, channelpu.getchannelname()); messagedata.addstring(fieldnames.ums_msgcontext, indata.get("conversationid")); messagedata.addstring(fieldnames.ums_fromaddr, indata.get("from")); messagedata.addstring(fieldnames.ums_toaddr, indata.get("to")); messagedata.addstring(fieldnames.ums_msgplaintext, indata.get("message")); messagedata.addstring(fieldnames.ums_mediatype, driverparams.mediatype); messagedata.addstring(fieldnames.ums_mediatypechat, driverparams.mediatypechat); messagedata.addstring(fieldnames.ums_msgtype, "regular"); messagedata.addstring(fieldnames.ums_chatpossible, "true"); messagedata.addstring(fieldnames.ums_chatrequired, "true"); messagedata.addstring(channeldriverconstants.umskey_msgid, indata.get("messageid")); messagedata.addstring(channeldriverconstants.umskey_fromaddr, indata.get("from")); messagedata.addstring(channeldriverconstants.umskey_toaddr, indata.get("to")); messagedata.addutfstring(channeldriverconstants.umskey_msgplaintext,indata.get("message")) ; channelpu.submitmessage(indata.get("messageid").tostring(), messagedata);

22 Submit Message Result public void submitmessageresult(string requestid, boolean success) throws Exception { submitmessageresult(requestid, success, null); public void submitmessageresult(string requestid, boolean success, KeyValueCollection resultdata) throws Exception { // Log the Interaction ID (requestid) of the inbound message

23 Media Channel Connections When DMS calls the connect() method, you should connect to the 3 rd party system and start receiving inbound messages. Your custom channel driver must implement the mechanism to connect and receive these messages. Some common methods of obtaining inbound data are: Request Polling via an API (SOAP, REST, proprietary Java API) Real-time Connection (TCP/IP, CometD, WebSocket) HTTP Listener (HTTP GET/POST, WebHook) ESP Request (GMS/ORS custom service)

24 Interaction Attributes Your custom channel will likely have data from the 3 rd party system that needs to be tracked with the Genesys interaction and DMS has a naming convention for custom channel interaction attributes: Any key with the format of _<channel><key> in the KeyValueCollection when submitting messages will be passed through as attached data with that key name. Examples: _facebookpostid _twittermsgid _rsschanneltitle _twilionumber

25 Additional Uses

26 But Wait There s More! DMS can be used as a general-purpose ESP Server Implement the ChannelDriver.umsRequest() method to perform any operation you want to expose to routing. Filter on Service Name and Method Name to expose multiple features in a single implementation. ESP requests can be sent from URS strategies or ORS SCXML/Composer apps

27 And even more! DMS can be used an a general-purpose interaction submitter Call ChannelDriverPU.sendItxRequest() or ChannelDriverPU.sendItxRequestAndWait() to submit interactions such as workitems or custom media types into Genesys

28 Key Takeaways

29 Digital Messaging Server The swiss army knife of the eservices suite Provides productized channels to Hub, Facebook, Twitter, RSS, WeChat In on-prem deployments, it can support custom digital channels Can be used as a general-purpose ESP server Can be used as a general-purpose Interaction Submitter

30 What Now! This Week Visit us in the DevLounge area of the Partner Pavilion After the Event to access our developer portals, Q&A forums, and resources

31 Thank You Visit developer.genesys.com for more information