Genesys Cloud CX - Import Source Configuration

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 1. Creating a Genesys Import Source
- 1.1 1.1. Pre-requisites
- 1.2 1.2. Create a Genesys OAuth Integration
- 1.3
- 1.4 1.3. Create a VFC Import Source
2 2. Import Policy Configuration
3
4 3. User and Extension Configuration
5
6 4. Types of alerts raised by the Genesys Import Source
7
8 5. Migration Status Reporting
9
10 6. Genesys Metadata
11 7. Resilience
12 8. Folders used by the Genesys Cloud Import Source

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:

1. 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.
2. 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

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.