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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Configuration Item | Description |
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| 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. |
| HTTPS Genesys Cloud API Authentication URL | Mandatory Genesys URL used when the Import Source obtains the Access Token, for example: https://login.usw2.pure.cloud. Full list available at: https://developer.genesys.cloud/platform/api/ under Auth Server |
| HTTPS Genesys Cloud API URL | Mandatory Genesys URL used when the Import Source interacts with the Genesys API, for example to obtain user information. For example: https://api.usw2.pure.cloud Full list available at: https://developer.genesys.cloud/platform/api/ under API Server |
| TLS Certificate File / Thumbprint | Optional certificate file / certificate thumbprint used for the Genesys Cloud connection. If not configured, the server certificate will be used. For more information see Server Certificates |
| 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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Types of alerts raised by the Genesys Import Source
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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 Genesys call metadata values. |
| Failure to communicate with Genesys | Firewall or network configuration problem. |
| Detected no recorded parties in a recording | No recording owner found in customer custom metadata. |
| Failed to retrieve next batch | Unable to retrieve list of recordings, likely network connectivity issue. |
Conversation failed to import | Problem with call metadata or media file. |
Could not obtain timezone offsets | Timezone offsets could not be extracted from the VFC database. |
| CDR placed in retry buffer | Call media unavailable for download. |
| Conversation failed to delete from Genesys Cloud | Permission issue. |
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