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.
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Step 3 - From the Genesys Cloud Admin Page, navigate to Admin > Roles/Permissions and create a role for the OAuth integration to run under.
Each recording file is considered an object that is subject to access control at the user level. When a recording file is generated, the access control for the recording file is set based on the following criteria:
- Access control is set based on the agent that was recorded. Agents are organized as an agent hierarchy; for example, the hierarchy can be a reporting structure in an organization.
- Access control is set based on partitions. Partitions are set as a specific attached data in a call, and the attached data is typically set by a routing strategy.
For more details, see https://docs.genesys.com/Documentation/CR/latest/Solution/AccessControl
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Configuration Item | Description |
|---|---|
| Name | Name your Import Source. This name will identify the source across the system. |
| Type | Select Genesys Cloud Import Source. |
| Client Id | Mandatory value copied from the Genesys Cloud OAuth Integration. |
| Client Secret | Mandatory value copied from the Genesys Cloud OAuth Integration. |
| Genesys Cloud API Authentication URL | Mandatory Genesys URL used when the Import Source obtains the Access Token, for example: http://login.usw2.pure.cloud |
| Genesys Cloud API URL | Mandatory Genesys URL used when the Import Source obtains recordings, for example: http://api.usw2.pure.cloud |
| TLS Certificate File / Thumbprint | Optional certificate file / certificate thumbprint used for the Genesys Cloud 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. |
| Transcoding by Genesys | Mandatory codec selection. Genesys transcodes to the specified codec before delivering audio to the Import Source. |
| Recording Timezone | Mandatory Import Source timezone as all Genesys times are in UTC. This ensures recordings are presented with the correct time. |
| Recording Start Timestamp | Mandatory timestamp of first audio to be recorded by the Import Source. |
| Import Batch Size (minutes) | Mandatory time to be added to Recording Start Timestamp in order to create a range used for retrieving audio from Genesys. |
| Genesys Cache Lifetime (minutes) | Mandatory time to store Genesys user information for performance reasons within the Import Source before it is automatically refreshed. |
On Completion Delete Recordings Stored in Genesys Cloud | Optional to make Verba the single recording source for search, replay, archive and analysis. |
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Configuration Parameter Name | Description |
|---|---|
| Enable Recording Rules | Specifies if all data should be processed in the imported data set or just the records of the recorded users as configured in Verba |
| Execute Only on Selected Servers | If enabled, a specific server can be chosen that will run this policy |
Types of alerts raised by the
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Genesys Import Source - TBC
Alert Message | Explanation | ||
|---|---|---|---|
| Could not parse configuration of source | Problem with Import Source configuration setting. | ||
Unexpected problem with underlying VFC database/filesystem | Could not connect to database or write file to local disc, check firewall and disc permissions. | ||
Failure to process Call Metadata | Unexpected or unavailable ACR Genesys call metadata values. | ||
| Failure to communicate with ACRGenesys | Firewall or network configuration problem. | No more ACR recordings available | Batch start time exceeds the last ACR recording timestamp. |
| Detected no recorded parties in a recording | No recording owner found in customer custom metadata. | Failed to retrieve media from ACR | Media unavailable or download interrupted. |
| Unable to find expected ACR call metadata | Either standard or ACR extended call metadata could not be extracted. | ||
| Could not obtain time zone offsets | Timezone offsets could not be extracted from the VFC database. |
Migration Status Reporting - TBC
No report files are generated, however at the end of each batch, a notification alert is raised containing details of recordings migrated from ACR Genesys into VFC.
ACR metadata
Genesys Metadata - TBC
The system captures the following metadata specific to ACR Genesys recordings. These fields are available through the standard and the ACR specific custom metadata template.
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 | ACRGenesys | 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