Getting Started with Genesys Interaction Recording

Welcome to Genesys Interaction Recording (GIR). GIR helps to optimize your workforce performance and customer experiences by allowing you to recod, save, and play back your customer interactions.

Each product and feature page will tell you how to install and configure the component to enable recording. Once everything is in place, you can record an interaction, then listen to it.

If you want to know more about GIR itself and where it fits into your Genesys solution, you can check out the following topics, or check out the videos:

• About Genesys Interaction Recording
• How Recording Works
• Architecture and Features

Genesys Interaction Recording (GIR) can be deployed in a single tenant environment or in a multi-tenant environment. To successfully deploy GIR you must following the instructions provided in the order that they appear.

• Deploy GIR in a Single Tenant Environment
• Deploy GIR in a Multi Tenant Environment

Videos

This high level overview of the GIR Architecture talks about the components that are involved with capturing, searching for, and playing back your recordings (6:48).

Important

In the videos below, the GIR Voice Processor can be used instead of the Recording Processor Script (RPS).

Or, you can also watch these shorter videos describing each component separately.

Before You Start

The first thing you need to do is check that the following Genesys minimum versions, components and features are installed and working.

Minimum Required Versions

Before you install and configure the Genesys Interaction Recording (GIR), verify that you have the required minimum Genesys versions. For detailed information, refer to Minimum Required Versions.

Genesys Components

Interaction Recording Web Services (RWS) (or Web Services and Applications if you're using version 8.5.210.02 or earlier)
SIP Server
Genesys Voice Platform
Interaction Concentrator (ICON)
Recording Processor Script or Voice Processor
Recording Crypto Server
Recording Plug-in
Speech and Text Analytics (SpeechMiner)
Workspace Desktop Edition

GIR Features

Geo-Location
Audio Tones
Security (TLS)
Access Control
Encrypting and Provisioning Certificates
Enable Call Recording
Enable Screen Recording
Media Life Cycle Management