Making the Most of a Hybrid Alfresco Solution From Genesys Telecommunications: Michael Katten, Director of Technical Publications Joe McMonagle, Manager of Technical Publications Juan Lara, Developer and Writer

A Quick Demo of the Solution

In This Presentation Michael Tells the story of Genesys & the architecture of the solution Juan Talks about using the Alfresco Cloud API Joe Relates his experiences monitoring and administering source content & sync to Cloud.

About Genesys Enterprise software for contact centers Approximately 3,200 employees worldwide Home in San Francisco Bay Area Software range: Agent desktops to server software for workforce optimization All configurable and customizable All need to be documented (user guides to API references) Large portion localized to 10 languages 45 writers worldwide create: Over 9,000 pages of online content Over 4,000 documents in customer-facing repository Docs updated with new releases of software daily NOTE: All docs to customers come from Alfresco

Genesys + Alfresco = Evolving Story Genesys sought enterprise content management for the whole company Most of the content would be internal-only 5% of available on Web for anonymous download Initially no Alfresco Cloud needed On-prem Alfresco Enterprise from private cloud to Genesys employees The 5% external content to Web via Reva Consulting delivery script (one-click download)

Firewall (VPN-only) Complicates Things Initially, one port of on-prem Alfresco host was made available to public New Problem: Genesys IT locked down entire host behind firewall—VPN access only New Solution (reason for being here today): Sync Alfresco on-prem to Alfresco Cloud Write script using Alfresco Cloud API Customers click on website to gain direct access to content originally from behind firewall

Documentation Delivery Architecture from Genesys Alfresco Alfresco Cloud & genesys.com Network at Repository Content Sync’ed Repository Content in the Genesys Docs Repository Genesys Docs Web Host Online Content (Mediawiki) & Staging for Alfresco Cloud Downloads Alfresco Cloud API VPN Customers Script means no login needed for customer-facing documentation. Note: Alfresco cloud offers option to create gated sites, which gives us a closed area in the cloud to stage docs. Both VMs in Genesys Private Cloud No firewall

Some Site Statistics In last 12 Months (from Alfresco via script): Average of 3,600 downloads of docs a week Approximately 145K downloads a year Top 10 docs account for 21% of downloads 4,000 different docs available for download

Juan Lara on Working with the Cloud API

Sync’ed Repository Content in the Genesys Docs Repository Alfresco Cloud API Customers Tech Pubs Host (outside firewall) Document Cache 1.Check if document is cached. 2.Check if cached document is most recent. 3.Update document, serve document from cache. Overview Cloud API Script

Implementation Details Tweaks—Caching and initial trouble with CHM files. API Limit Considerations Request quota: /day 1-3 requests per download ~ downloads per day Rate limit: 50/second Trouble with referencing doc id. Example Link: <?php if( !defined( 'MEDIAWIKI' ) ) { echo <<<EOT EOT; exit( 1 ); } $docID = $_GET['id']; /*Connect and login to Cloud Server*/ Oauth2login(); /*Fetch metadata from cloud site*/ $metaData = FetchData($docID); $timeStamp = $metaData[‘timestamp’]; /*Update cached version if it’s outdated*/ cacheUpdate($docID, $timestamp); /*Deliver Document*/ SendFile();

Development Summary Very high availability. Supports multiple file types. Secure document delivery. Great development community. Good documentation.

Joe McMonagle on Administering & Monitoring Multiple roles… Alfresco Expert Quality Assurance Monitor Tech Support

Things you might think we use but we don’t: Workflows – Genesys processes could not map to out-of-box Alfresco Alfresco Wiki – Needed more extensibility Versioning – Needed more granularity Tags – Not synced to the Cloud

Future Plans Investigate/leverage new and existing features as our needs change Implement better search to return better results from Google Improve the presentation of Alfresco content via drop-downs and accessing document collections

Questions?