Configuring Genesys
- Kiss, Mate
Configuring Genesys voice platform for active recording
The full configuration guide is accessible in the online Genesys Documentation: Genesys Active Recording System Setup
The below guide is emphasizing the necessary configuration steps for Verba.
SIP Server configuration
Step 1 - Configure the application level SIP Server - The application used as the TServer for the SIP Softphones
| Section Name | Parameter | Required Value | Description |
|---|---|---|---|
| TServer | msml-support | true | Set to true to enable support of the call recording solution. |
| TServer | resource-management-by-rm | true | Set to true to enable support of the call recording solution. |
| TServer | record-consult-calls | true | Specifies whether to record consult calls:
|
| TServer | msml-record-support | true | Set to true to enable SIP Server to engage GVP as a Media Server through the msml protocol for call recording. |
Step 2 - Configure a DN for VoIP service
Create a new MSML DN Object
Step 3 - Create a new MSML DN object and configure the following:
Number: Name of the Recording Server
Type: Voice over IP Service
Step 4 - Configure the following values on the 'Options' tab
| Section Name | Parameter | Required Value | Description |
|---|---|---|---|
| TServer | contact | sip:<resource-manager-ip>:<resource-manager-sip-port> OR sip:<tserver-ip>:<tserver-sip-port> | Set this to the Resource Manager IP address and port. |
| TServer | predictive-timerb-enabled | false | |
| TServer | request-uri | sip:<recording-server-ip>:<recording-server-sip-port> | Recording servers URI, where the SIP Server sends the invite. |
| TServer | service-type | recorder |
Enable full-time recording
Step 5 - Enable full-time recording
To start recording based on static DN-level settings, set the record parameter to true in any of the following:
- Extension or ACD Position DN for agent-side recording
- Agent Login for agent-side recording
- Trunk DN for customer-side recording
- Trunk Group DN to record GVP interaction
- Voice Treatment Port DN to record GVP interaction
An extension configured for recording:
Create an IVR Profile
Step 6 - Create an IVR profile or modify an existing
| Section Name | Parameter | Required Value | Description |
|---|---|---|---|
| gvp.service-parameters | recordingclient.recdest | fixed,sip:<recording-server-ip>:<recording-server-sip-port> | Recording servers URI, where the SIP Server sends the invite. |
| gvp.service-parameters | recordingclient.recmediactl | fixed,1 | This value represents the number of invites |
Create Recording Server Application
Step 7 - Create a Recording Server application and provision a Resource Group
Step 8 - Using Genesys Administrator, import VP_CallRecordingServer_81x.apd template file, and the corresponding VP_CallRecordingServer_81x.xml metadata file. These files are located on the Media Server installation CD, in the Resource Manager installation package.
Step 9 - Create one or more new Application object(s) using the template imported in step a.
Step 10 - Add or modify the following options in the gvp.rm section
| Section Name | Parameter | Required Value | Description |
|---|---|---|---|
| gvp.rm | aor | sip:<recorder-server-ip|host>:<recorder-server-sip-port> | Host and port are the FQDN or IP-address and listening SIP port of the recording server. |
| gvp.rm | port-capacity | 5000 | This parameter specifies the maximum port capacity of the resource. The number of active SIP sessions to the resource will not be allowed to exceed this capacity. |
| gvp.rm | redundancy-type | active | This parameter specifies the redundancy type of the resource. If all of the active redundancy type resources are up, then only the resources with the active redundancy-type will be used. If any one of them is down, then passive redundancy type resources will also be used. |
| provision | recording-server | 1 | This parameter indicates to the Resource Manager that this is a recording server resource. Unless this parameter is set to 1, this application will not be used by the RM as the recording server resource. |
Step 11
- Using Genesys Administrator, create a new Resource Group for Recording Servers.
- Add a resource manager.
- When prompted in the Wizard, set the Group Type to Recording Server.
- When prompted, select valid values for the following options:
Monitoring Method - Set to SIP OPTIONS
- When prompted, select the Recording Server Application
Configuring the MCP Application
Step 12 - Configure the MCP application and corresponding Resource Group
| Section Name | Parameter | Required Value | Description |
|---|---|---|---|
| vrmrecorder | sip.routeset | sip:<[rm-ip or FQDN]:[rm-port];lr> | Host and port of Resource Manager |
Configuring Verba for Genesys active recording
Please follow the step in this article: Configuring Verba for Genesys active recording