Configuring Verba for Genesys active recording

In order to complete the steps below, you must have a System Administrator role in Verba.

The configuration consists of the following steps:

Configuring the Unified Call Recorder service

The Unified Call Recorder service does not require any additional configuration. By default, it listens and accepts SIP INVITEs from the Genesys Voice Platform.

Follow the steps below to activate and start the service on the Recording Server(s):

Step 1 - In the Verba Web Interface go to System / Servers

Step 2 - Select the Recording Server from the list

Step 3 - Click on the Service Activation tab

Step 4 - Activate the Verba Unified Call Recorder Service by clicking on the  icon.

Step 5 - Click on the Service Control tab.

Step 6 - Start the Verba Unified Call Recorder Service by clicking on the  icon.

Step 7 - Repeat the steps on all Recording Servers if there are multiple.

Configuring the Genesys CTI service

Activating the services

Step 1 - Log in to the Verba web interface and go to System \ Servers menu.

Step 2 - Select your Recording Server from the list, then click on the Service Activation tab.

Step 3 - Activate the Verba Genesys CTI Service by clicking on the  icon.

Configuring and starting the service

Step 4 - Click on the Change Configuration Settings tab and expand the Genesys CTI Service / General section.

Step 5 - Fill out the configuration fields according to the table below.

Step 6 - Save the changes by clicking on the  icon.

Step 7 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.

Step 8 - Click on the Service Control tab.

Step 9 - Start the Verba Genesys CTI Service by clicking on the  icon.

Adding custom metadata fields

The collected data is configurable in the Metadata Template, thus if you change the Property Id of the fields or add new fields to the template, the system will start collecting that data as well. In order to read the data of custom attached user fields from Genesys, in the Genesys Metadata Template use the "UserData." prefix in the Property Id. For example: UserData.MyField

After a Genesys Metadata Template changed, the affected Verba Genesys CTI Service(s) have to be restarted on the Recording Server(s).

Optional configuration

Convert modified phone number formats

Sometimes phone number metadata can be modified by infrastructure configuration (for example, where calls routed through certain components get prefixes). You can configure the Genesys CTI service to automatically convert the modified phone number information back to the original values by specifying regular expression patterns in the registry.

1. Add a new multi-string (REG_MULTI_SZ) entry called "RegexpExtensionConversions" to the registry.
2. Add regular expressions for the patterns to replace and the replacement formats as the value of the registry entry.
   1. In the first line, add a regular expression describing the phone number pattern you want to replace.
   2. In the second line, add a regular expression describing the pattern to which the phone number gets converted.
3. Repeat steps 2a-b for additional conversion patterns by adding the patterns to convert from in odd lines, and the patterns to convert to in even lines. Specify only one pattern per line.

Example:

To convert the modified phone numbers 123+123456789 and 555+123456789 to the original value of +123456789, specify the following content as the value of the RegexpExtensionConversions registry key:

^123(+.*)
$1
^555(+.*)
$1

Two different modified phone number patterns are defined in lines 1 and 3, and they both get converted to the same pattern defined in lines 2 and 4.