Genesys
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:
- Installing a Verba Single Server solution
- Installing a Verba Media Repository
- Installing a Verba Recording Server
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 |