Genesys Cloud CX is a suite of cloud-based services for enterprise communications, collaboration, and customer experience management.
The current Genesys Cloud Integration uses the Genesys Cloud API to provide near real-time ingestion of audio files created by the Genesys system.
Please note: Genesys Cloud CX integration with SBC recording and Genesys Cloud CX integration with AudioHook recording are not currently supported.
For a general description of Verba Import sources, please refer to Import sources.
| Info | ||
|---|---|---|
| ||
The following modalities are supported: Voice only. |
Creating
...
a Genesys Import Source
Follow the these steps in ACR Genesys Cloud before creating a a new VFC Import sourceSource:
Step 1 - Open the ACR CRS Genesys Cloud Admin Page, navigate to System > Licence from the top menu. Ensure Search and Replay API is Enabled.Integrations > OAuth and press the Add Client button:
Step 2 - Select Grant Type Client Credentials. The Token Duration can be adjusted as required because it is renewed automatically by the VFC integration. Then click Save. The Client ID and Client Secret are automatically generated.
Step 2 - Open the ACR CRS Admin Page, navigate to System > Edit Layouts from the top menu. Click Copy and create a new segment based layout for the migration. Ensure Call Start Range Start Time is the only field in the left vertical column. Then click the checkbox and pencil in each of the horizontal column headings, selecting Start Time, Duration, UDFs, INUMs, Agents, Services, Skills and Other Parties from the field chooser popup.
...
Configuration Item | Description |
|---|---|
| Name | Name your Import Source. This name will identify the source across the system. |
| Type | Select ACR |
| ACR Hostname or IP Address | Mandatory Name of ACR CRS (Central Replay Server) |
| ACR Port | Mandatory Port Number of ACR CRS (Central Replay Server) |
| TLS Certificate File or Thumbprint | Optional certificate file / certificate thumbprint used for the ACR connection. |
| TLS Key File | Optional file system location where the certificate key is stored. |
| TLS Key Password | Specify the password for the file that contains the certificate keys. |
| TLS Trust List | Certificate chain (or Chain of Trust) is made up of a list of certificates that start from a server's certificate and terminate with the root certificate. If your server's certificate is to be trusted, its signature has to be traceable back to its root CA. |
| ACR API User | Mandatory ACR user that must be created with API permission before this Import Source is used. |
| ACR API Password | Mandatory ACR user password that is set the first time the Import Source is used. N.B. The ACR API user must not have a password set when it is created, instead the import source ACR API Password will be set and used automatically. |
| ACR Layout Name | Mandatory ACR search layout name created before this Import Souce is used. |
| ACR Timezone | Mandatory. Set to the timezone of the ACR CRS, in case it is in a different timezone from the ingesting VFC server. |
| Recording Import Batch Size (minutes) | Mandatory. Every time the Import Source is run by the Data Management Policy, it attempts to retrieve ACR recordings within this time range, progressing the batch via the recording start and end timestamp. While a larger batch size retrieves more records, it must not exceed the duration of the timeslot available for processing. |
| Recording Start Timestamp | Mandatory. Start timestamp of the first ACR recording to be migrated. |
| Recording End Timestamp | Mandatory. Timestamp of the last ACR recording to be migrated. |
...
Metadata Field | Description | Template | Available |
|---|---|---|---|
| Start Date | Start date of the conversation | Standard | Yes |
| Start Time | Start time on the conversation | Standard | Yes |
| End Date | End date of the conversation | Standard | Yes |
| End Time | End time of the conversation | Standard | Yes |
| Duration | Length of the conversation | Standard | Yes |
| User | Name of the recorded user | Standard | Yes |
| From | Subscriber / Third Party Phone number | Standard | Yes |
| From Info | User / contact name | Standard | Yes |
| To | Subscriber / Third Party phone number | Standard | Yes |
| To Info | User / contact name | Standard | Yes |
| Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes |
| Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes |
| From (Verba) | Verba user name associated with the From Number | Standard | Yes |
| To (Verba) | Verba user name associated with the To number | Standard | Yes |
| Location | Hostname of the recording server | Standard | Yes |
| End Cause | Normal, Hold, Transfer, Conference, Device Change, From Terminated, To Terminated | Standard | No |
| Audio Codec | Audio codec of the recorded streams | Standard | No |
| Video codec | Video codec of the recorded streams | Standard | No |
| Platform Call ID | Unique conversation identifier received from the recorded platform | Standard | Yes |
| Silence Ratio | Ratio of silence in the conversation | Standard | No |
| Talkover Ratio | Talkover ratio of the conversation | Standard | No |
| Longest Silence | Length of the longest silence present in the conversation | Standard | No |
| User ID / Agent ID | User ID | Standard | Yes |
| From Device | Device ID of the calling party | Standard | No |
| To Device | Device ID of the called party | Standard | No |
| Dialed Number | Original dialed number | Standard | No |
| From IP | IP address associated with the calling party | Standard | No |
| To IP | IP address associated with the called party | Standard | No |
| From Proxy IP | IP address of the proxy server associated with the caller party | Standard | No |
| To Proxy IP | IP address of the proxy server associated with the called party | Standard | No |
| Source Platform | ACR | Standard | Yes |
| Conversation Type | Voice | Standard | Yes |
| Forward Reason | Forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | Standard | No |
| Recording failed | Indicates if the recording has failed and the metadata was imported during CDR reconciliation | Standard | No |
| Media Length | Length of the media file related to the conversation in hhh:mm:ss format | Standard | No |
| Media Error | Shows the media processing errors during recording | Standard | No |
| Voice Quality | Overall voice quality check score for the conversation | Standard | No |
| Record Type | Standard | Standard | Yes |
| 2N Source | In case of duplicate (2N) recording, records are marked as primary or secondary | Standard | No |
| UDFs | All standard ACR User Defined Fields | ACR | Yes |
| Agents | Customer custom metadata | ACR | Yes |
| Services | Customer custom metadata | ACR | Yes |
| Skills | Customer custom metadata | ACR | Yes |
| Other Parties | Customer custom metadata | ACR | Yes |
| Fingerprint | Customer custom metadata | ACR | Yes |
...