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 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 3 - 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.
Step 3 - From the Genesys Cloud Admin Page, navigate to Admin > Roles/Permissions and create a role for the OAuth integration to run under.
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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. This creates a sliding window that must always be wider than the longest Genesys call. |
| Recording Lag (minutes) | Maximum delay before audio is ingested after the end of a call. |
| 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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