AVAILABLE IN VERSION 9.6.10 AND LATER

Overview

The system supports multiple integration options with the Genesys platform:

Genesys active recording
Genesys CTI integration for Cisco network-based recording

This guide focuses on the Genesys active recording integration only. For more information on Genesys CTI integration with Cisco recording, see Genesys integration for Cisco network based recording.

The Active Recording Ecosystem uses Media Stream Replication (MSR) for a fully Active recording solution with Dual Channel Recording. SIP sessions to the recorder provide basic call information and voice (Real-time Transport Protocol (RTP)) data. MSR is where Media Server replicates the RTPs and makes them available to the recording server. Additional events and information are provided by the T-Server part of the SIP Server. For a full overview and architecture of the Genesys Active Recording Ecosystem please refer to the following document: Active Recording Ecosystem Overview

Genesys active recording features

Voice recording and archiving
Integration with Genesys SIP Server for media stream recording
Integration with Genesys T-Server for CTI / metadata
Compatible with the advanced data model (only)
Support for always-on recording
Support for selective recording through selective recording rules
Silent monitoring is not supported

Version support

Switch Name & Model

Genesys PureEngage

Supported Genesys Versions

Genesys SIP Server 8.x or later

Genesys T-Server 8.x or later

Supported Endpoint / DeviceTypes

Genesys SIP endpoints

If you are on a different version, contact your Genesys representative for more information.

Deploying Genesys active recording

The following section contains all the necessary steps for setting up a Genesys active recording infrastructure.

Preparation

Make sure that all the required prerequisites are installed on each server prior to the installation.

For guidance on configuring the necessary firewall port, visit Firewall configuration for Genesys active recording deployments

Installation

The following articles contain all the step for installing the various server roles:

Configuration

For the configuration guide, see Configuring Genesys active recording

Genesys metadata

The system captures the following metadata specific to Genesys recordings.

Metadata Field	Description	Template	Available	Available in CDR-Only record	Available in Media-Only record
Start Date	Start date of the conversation	Standard	Yes	Yes	Yes
Start Time	Start time on the conversation	Standard	Yes	Yes	Yes
End Date	End date of the conversation	Standard	Yes	Yes	Yes
End Time	End time of the conversation	Standard	Yes	Yes	Yes
Duration	Length of the conversation	Standard	Yes	Yes	Yes
User	Name of the recorded user	Standard	Yes	Yes	Yes
From	Directory Number, Phone Number	Standard	Yes	Yes	No
From Info	Caller party name	Standard	Yes	Yes	No
To	Directory Number, Phone Number	Standard	Yes	Yes	No
To Info	Called party name	Standard	Yes	Yes	No
Direction	Direction of the call from the system perspective, requires configuring internal number/domain patterns	Standard	Yes	Yes	No
Direction (User)	Direction of the call from the recorded user perspective	Standard	Yes	Yes	No
From (Verba)	Name of the Verba user associated with the calling party	Standard	Yes	Yes	Yes
To (Verba)	Name of the Verba user associated with the called party	Standard	Yes	Yes	Yes
Location	Hostname of the recording server	Standard	Yes	Yes	Yes
End Cause	Normal, Hold, Transfer, Conference	Standard	Yes	Yes	No
Audio Codec	Audio codec of the recorded streams	Standard	Yes	Yes	No
Video codec	Video codec of the recorded streams	Standard	Yes	No	No
Platform Call ID	Unique conversation identifier received from the recorded platform	Standard	Yes	Yes	Yes
Silence Ratio	Ratio of silence in the conversation	Standard	Yes	No	Yes
Talkover Ratio	Talkover ratio of the conversation	Standard	Yes	No	Yes
Longest Silence	Length of the longest silence present in the conversation	Standard	Yes	No	Yes
User ID / Agent ID	Genesys Agent ID	Standard	Yes	Yes	No
From Device	Device ID of the calling party	Standard	No	No	No
To Device	Device ID of the called party	Standard	No	No	No
Dialed Number	Original dialed number	Standard	No	No	No
From IP	IP Address of the Genesys Server	Standard	Yes	No	Yes
To IP	IP address of the called party device	Standard	No	No	No
From Proxy IP	IP address of the proxy server associated with the caller party	Standard	No	No	No
To Proxy IP	IP address of the proxy server associated with the called party	Standard	No	No	No
Source Platform	Genesys T-Server	Standard	Yes	Yes	Yes
Conversation Type	Voice	Standard	Yes	Yes	Yes
Forward Reason	Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)	Standard	No	No	No
Recording failed	Indicates if the recording has failed and the metadata was imported during CDR reconciliation	Standard	No	No	No
Media Length	Length of the media file related to the conversation in hhh:mm:ss format	Standard	Yes	No	Yes
Media Error	Shows the media processing errors during recording	Standard	Yes	No	Yes
Voice Quality	Overall voice quality check score for the conversation	Standard	Yes	No	Yes
Record Type	CDR-Only, Media-Only	Standard	Yes	Yes	Yes
2N Source	In case of duplicate (2N) recording, records are marked as primary or secondary	Standard	Yes	Yes	Yes
ANI	Identification (the DN from which the inbound call was made)	Genesys	Yes	Yes	No
DNIS	The Directory Number Information Service (the DN to which the inbound call in question has been made)	Genesys	Yes	Yes	No
Call Type	The type of call in question	Genesys	Yes	Yes	No
This Party	The directory number of the third party in a transfer or conference call	Genesys	Yes	Yes	No
This Party Role	The role of the telephony object specified by Third Party DN in the event in question	Genesys	Yes	Yes	No
This Party Queue	The queue related to the Third Party DN	Genesys	Yes	Yes	No
This Party Trunk	The trunk group identifier related to the Third Party Queue	Genesys	Yes	Yes	No
Other Party	The directory number of the second most significant telephony object (except an ACD group or trunk group) with respect to the event in question. The application does not have to be registered to this directory number to receive the event in question.	Genesys	Yes	Yes	No
Other Party Role	The role of the telephony object specified by Other Party DN in the event in question	Genesys	Yes	Yes	No
Other Party Queue	The directory number of the second most significant ACD group with respect to the event in question	Genesys	Yes	Yes	No
Other Party Trunk	The trunk group identifier related to Other Party Queue	Genesys	Yes	Yes	No
Call UUID	Call UUID	Genesys	Yes	Yes	No
GSIP_REC_FN		Genesys	Yes	Yes	No
Agent ID	The agent identifier specified by PBX or ACD	Genesys	Yes	Yes	No
Party UUID	Party UUID	Genesys	Yes	Yes	No
Customer ID	The string containing the customer identifier through which processing of the call was initiated	Genesys	Yes	Yes	No
Propagated Call Type	Propagated Call Type	Genesys	Yes	Yes	No
Wrap Up Time	Wrap Up Time	Genesys	Yes	Yes	No