Genesys contact center integration in Cisco environment
Overview
The Verint Verba platform is capable to gather and stores Genesys contact center metadata. The integration is two-way, Verint Verba sends Verba Conversation ID to the Genesys platform. The solution is based on CTI integration with Genesys T-Server and supports resilient Genesys T-Server configurations.
The Genesys contact center integration is available only for Cisco network-based recording with JTAPI integration.
Tested and verified with Genesys T-Server v8.1.
Pre-installed metadata template for Genesys
A new metadata template is available for Genesys and selective recording is available based on Genesys meta information
Administrators can add any number of new fields can be added, including user-defined Genesys fields by referencing the names.
You can show Genesys metadata as columns in your search results by modifying the Conversation List Layout.
Â
Sending Verba Conversation IDs to Genesys
Â
In addition to gathering information from Genesys to Verint Verba, a field can be configured to store to store the Verba Conversation Identifier in Genesys.
Selective recording rules based on Genesys metadata
Selective recording rules are only available for Cisco Network-Based Recording deployments with JTAPI integration.
When the Genesys integration is used, Recording Rules can be created that refer to Genesys metadata fields.
See an example below:
Available metadata fields in a Recording Rule are: Caller Party, Called Party and all Genesys Fields.
Â
After a Recording Rule is created, it can be applied to any Extension on the Extension Configuration page:
You can automate the assignment of Recording Rules to Extensions by referring to the name of the rule in Active Directory synchronization.