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.
Migration Support
The following modalities are supported: Voice only.
For a general description of VFC Import sources, refer to Import sources.
1. Creating a Genesys Import Source
1.1. Pre-requisites
1.1.1. Customer firewall team enables access to:
- *.*.*.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.
1.1.2. Customer provides TLS Certificate, otherwise standard VFC API certificate is used.
1.2. Create a Genesys OAuth Integration
Follow these steps in Genesys Cloud before creating a VFC Import Source:
Step 1 - Open the Genesys Cloud Admin Page, go to Integrations > OAuth, and select Add Client:
Step 2 - Select Grant Type Client Credentials. The Token Duration can be adjusted as required because it is automatically renewed by the VFC integration. Then click Save. The Client ID and Client Secret are automatically generated.
Step 3 - From the Genesys Cloud Admin Page, go 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
1.3. Create a VFC Import Source
Next, follow the steps in VFC to create a new Import source:
Step 1 - Open the VFC Web interface, then select Data > Import Sources from the top menu.
Step 2 - Select Add New Import Source.
Step 3 - Complete the configuration according to the requirements in the following table:
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. |
Step 4 - Click Save to save the settings.
2. Import Policy Configuration
Follow the steps below to configure the Data Import action:
Step 1 - In the VFC web interface, go to Data > Data Management Policies.
Step 2 - Select Add New Data Management Policy.
Step 3 - For the action, select Data Import.
Step 4 - Under Available Import Sources, select the Import Source that you created, then select Add below the text field.
Step 5 - Configure the policy details based on the information that is shown in the configuration items summary table below.
Step 6 - Set up how frequently the Import runs in the Scheduling section.
Step 7 - Click Save.
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 VFC. Currently this setting is mandatory switched on (checked). |
| Execute Only on Selected Servers | If enabled, a specific server can be chosen that runs this policy |
3. User and Extension Configuration
Step 1 - In the VFC web interface, go to Users > Administration > Users and then click Add New User
Step 2 - In the VFC web interface, go to Users > Administration > Extensions and then click Add New Extension. It must be of type Number/Address and contain the user's actual extension number.
4. Types of alerts raised by the Genesys Import Source
Alert Message | Explanation |
|---|---|
| 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. |
5. Migration Status Reporting
No report files are generated, however at the end of each batch, a notification alert is raised containing details of recordings migrated from Genesys into VFC. The alert contains the Genesys Cloud Conversation Id, along with the extension that participated in the call and a call participant number. The alert also contains the VFC conversation identifier and flags indicating whether the recording was newly imported and media successfully downloaded, for example, it takes a few minutes to become available once the call ends. Another flag indicates if the conversation was already imported, for example, if the start time of ingestion was reset.
If the switch is quiet, for example, overnight, the notification alert typically states 'No conversations imported':
6. Genesys Metadata
The system captures the following metadata specific to Genesys recordings. These fields are available through the standard 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) | VFC user name associated with the From Number | Standard | Yes |
| To (Verba) | VFC user name associated with the To number | Standard | Yes |
| Location | Host name of the recording server | Standard | Yes |
| End Cause | Normal | 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 | No |
| 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 |
| Source Platform | Genesys | Standard | Yes |
| Conversation Type | Voice | Standard | Yes |
| 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 duplicate (2N) recording scenarios, records are marked as primary or secondary | Standard | No |
7. Resilience
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.
8. Folders used by the Genesys Cloud 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. |