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.
Note: Genesys Cloud CX integration with SBC recording and Genesys Cloud CX integration with AudioHook recording are not currently supported.
| Info | ||
|---|---|---|
| ||
The following modalities are supported: Voice only. |
...
- *.*.*.amazonaws.com on port 443.
- HTTPS Genesys Cloud API Authentication URL and port 443 from the VFC server or using the Proxy if required.
- HTTPS Genesys Cloud API URL and port 443 from the VFC server or using the Proxy if required.
...
Configuration Item | Description |
|---|---|
| Name | Name your Import Source. This name identifies 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. Customer firewall team must enable access to this URL and port 443 from the VFC server or using the Proxy if required. |
| HTTPS Genesys Cloud API URL | Mandatory Genesys URL used when the Import Source interacts with the Genesys API to obtain user information. For example: https://api.usw2.pure.cloud Full list available at: https://developer.genesys.cloud/platform/api/ under API Server. Customer firewall team must enable access to this URL and port 443 from the VFC server or using the Proxy if required. |
| TLS Certificate File / Thumbprint | Optional certificate file / certificate thumbprint used for the Genesys Cloud connection. If not configured, the server certificate is 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) consists of a list of certificates that start from a server's certificate and terminate with the root certificate. If the certificate of your server is to be trusted, its signature has to be traceable back to its root CA. |
| Forward Proxy Address | Optional. IP address or FQDN of the forward proxy. When defined, the system connects through a forward proxy. |
| Forward Proxy Port | Optional. The port of the forward proxy. |
| Forward Proxy Username | Optional. User name for basic authentication for the forward proxy server. |
| Forward Proxy Password | Optional. Password for basic authentication for the forward proxy server. |
| 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 value ensures recordings are presented with the correct time. |
| Recording Start Timestamp | Mandatory. Time stamp of the earliest Genesys content to be ingested. This value can be a time stamp in the past, for example, 2020, if historic Genesys content has to be ingested. The Import Source gradually catches up with real-time as it is run by successive Data Management Policies, but takes longer to catch up depending on the number of historic recordings, the Maximum Recording Length and Availability Delay. In the case of mass historical ingest, it is recommended to set the Maximum Recording Length to a large number, for example, 999 and reduce the Availability Delay to a small number, for example, 10 minutes. Once the ingestion has caught up, adjust each of these parameters to their correct operational values. |
| Genesys Cloud Maximum Recording Length (minutes) | Mandatory. Maximum length of Genesys content to be ingested. Content exceeding the maximum length may not be ingested or an alert generated. |
| Genesys Cloud Availability Delay (minutes) | Mandatory. Maximum time the import source waits for Genesys content to become available for ingestion. If the content is not available after this time, it may not be ingested or an alert generated. |
| 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 VFC the single recording source for search, replay, archive, and analysis. |
...
If the ingestion of Genesys content fails, the retry buffer provides resilience. This buffer contains VFC CDR files in XML format that failed to be ingested and must be retried. The Genesys import source automatically adds a batch of up to 25 of these files to the current ingestion each time it runs. Once added, the XML file is removed from the retry buffer, but is automatically readded if the ingestion fails again. If the CDR is successfully ingested, it appears in the ingestion status report alongside the other content. Files can be manually added or removed to the retry buffer if required for troubleshooting purposes. Retry buffer capability also enables the import source to track real-time as it enables historic failures to be retried.
Alternatively, if the VFC Import Service is required to be stopped for reasons of troubleshooting or maintenance, the manual procedure below must be used:
Step 1 - In the VFC web interface, disable the Data Management Policy associated with the Import Source.
Step 2 - Open Windows Explorer and go to Program Files\Verba\work\cdrimport\GenesysCloud\laststate\policyId_importSourceId
Step 3 - Open the policyId_importSourceId.cursor file in a text editor program. The file contains one line and looks similar to the following example:
c84f2f698fc9d64d64ed161d87b00c25_I_251182078220051266_19d0243a-9fd0-11d1-ac11-13453884b96c;2023.02.02 07:00:00.000
Step 4 - Set the timestamp to a date and time before the failure, ensuring that the sum of the time stamp, the import batch duration, and the recording lag is less than the current time stamp, then save the file.
Step 5 - Re-enable the Data Management Policy associated with the Genesys Import Source.
...
| Folder Location | Purpose |
|---|---|
| Program Files\Verba\work\cdrimport\GenesysCloud\work\policyId_importSourceId | Encrypted Token storage, temporary Genesys Cloud content download. |
| Program Files\Verba\work\cdrimport\GenesysCloud\laststate\policyId_importSourceId | Cursor file containing current import status so that import source can be stopped and restarted from previous Recording Start Timestamp value. The cursor file also contains the conversation identifier of the last ingested Genesys Cloud content for monitoring and troubleshooting purposes. |
| Program Files\Verba\work\cdrimport\GenesysCloud\retryBuffer\policyId_importSourceId | Contains VFC CDR files in XML format that failed to be ingested and must be retried. The import source automatically adds a batch of up to 25 of these files to the current ingestion each time it runs. Once added, the XML file is removed from the retry buffer, but is automatically readded if the ingestion fails again. If the CDR is successfully ingested, it appears in the ingestion status report alongside the other content. Files can be manually added or removed to the retry buffer if required for troubleshooting purposes. Retry buffer capability also enables the import source to track real-time, as it enables historic failures to be retried. |