# Genesys Quality Management Suite 8.1.520 : Genesys: Preparing Platform for Active Recording (MSR)

The Genesys Configuration Server and T-servers must be configured to enable Call Recording to communicate with the system. Upload and enable the Genesys Integration Module application template and create a new user account for Call Recording in both the primary and backup servers.

## Adding the Call Recording Application to the Configuration Manager

Open Genesys Configuration Manager. Navigate to Start menu > All Programs > Genesys Solutions > Framework > Configuration Manager > Start Configuration Manager.

1. Open Configuration > Environment > Application Templates in tree view.
2. Install the application template provided with the Call Recording integration module by clicking the context menu in Application Templates and selecting Import Application Template. Next, locate the file `CallREC-GenesysIntegrationModule.adp` and open it. By default this is located in `/opt/callrec/etc` on the Call Recording server.
3. Create a new application based on this template. From the Context or File menu, go to Environment > Application and select New > Application.
4. Select Call Recording Genesys Integration Module and click OK (twice).

## Adding a New Person to the Configuration Manager

The Integration Module requires a configured person for authorization when connecting to the T-Server and Configuration Server. The same account can be used for both T-Server and Configuration Server connections. If two separate accounts are required, do so by repeating this step.

Go to Resources > Person:

1. Add a New Person:
   Type at least, Last Name, Employee ID, User Name and Password. Select the State Enabled checkbox and ensure that the Is Agent checkbox is not selected.
2. Add the Access Group membership in the Member Of tab.
   Important: The person that Call Recording uses for authentication must only have permission to “see” Agent DNs that will be recorded.
   It may be useful to limit the number of observed DNs and thus decrease the number of processed events (only the DNs that are interesting will be observed), so the system load can be lowered. To achieve this goal, one possible approach is to make the selected person a member of the ‘Users’ group and block access to all sub trees in the SWITCH directory except for the SWITCH\DNs directory which is mandatory for successful events processing.
   In certain installations it may be necessary to add the selected person to additional groups in order to see Agents DNs.
3. Click OK to save the new person.

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We highly recommend to set the permissions of the user to observe the Agents, DNs and Switches related to call recording only. Observing objects not related to call recording, especially switches that do not support MSR/EPR recording (for example Cisco switches) can cause issues to the recording process.

## Setting rtp-info-password

Genesys 7.5, 7.6, 8.0, and 8.1 T-Server are supported.

The Genesys T-Server (SIP server) must have the configuration option rtpinfo-password set.

For Genesys 7.6 T-Server, this option is located in the Configuration Manager: Configuration > Environment > Applications >T-Server_Switch, on the Options tab:

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If the rtp-info-password option is not configured, or the passwords do not match, the Genesys Driver can't receive any information about call RTP streams, which effectively disables the recording capabilities of QM.

## Configuring the Media Server for Active Recording

Configure the following parameters in the media server to enable MSR recording.

### Creating a Resource Access Point

Each recorder for the recording server is assigned as a resource access point. The .apd file, when provided with the IP Address of the resource manager, helps to create this and populates the parameters for the resource access point. The host part configuration is not as important as configuring the host for the recordingserver itself, because the host part configuration is a Resource Access Point (external), MF won't ping or check its status.

After creating the object, check the following:

- Whether the `gvp.rm` section exists.
- That the aor parameter points to the `recordingserver` address.
- Whether or not the provision section has the parameter `recording-server=1` (this should be by default).

## Configuring Media Control Platform Options

Configure the following Media Control Platform (MCP) parameters:

1. Navigate to the MCP application section in GVP or Applications in Configuration Manager MCP > Properties > Options > vrmrecorder
   Set
   `sip.routeset`
   to
   `<sip:[rm-ip]:[rm-port];lr>`
   This defines the route that the MCP uses to access recording server. Set to RM to allow the RM to invite the SLR servers from Call Recording. The syntax is very important, the expression must have ‘<‘ and ‘>’ (without the < and > the MCP would not invite the RM and recordings would fail).
2. In the GVP create a Recording Server resource group using the resource group wizard in Genesys Administrator.
   Recording Server > Properties > Options > gvp.rm
   `port-capacity = 600`
   `redundancy-type = active`
3. Select the service type for a recording server.
   GA finds the RACs with:
   Recording Server > Properties > Options > provision `
   recording-server = 1`
   sets, and displays a list to choose from.
4. For the selected recorder resource, set the port-capacity (the GA has a column for this) and set the `
   redundancy-type=active` (this option is also there in GA).
5. Also as for any resource group select which RM should manage the group.
6. Configuring MTInternal Transmit Rate
   Navigate to MCP > Properties > Options > mtinternal.
   The parameter `transmit_rate` specifies the transmission rate limit as a multiple of real time.
   - A value of 1 means real time, 2 means twice real time and so on.
   - Set to a smaller number to lower transmit to real time in order to improve overall processing power if there is a more constant load on the servers.

## Configuring the MCPs

1. When configuring the Media Control Platforms (MCPs) the IP address and Port must match the details of the MCP.
2. Set the Max ports option to double the number of calls you want to handle with the MCP. The reason for the number being doubled is that one port is used per stream in the call, one for the customer leg and one for the caller leg. With the Max Ports set to 1000 the MCP can handle 500 calls.

## Configuring the Recording Servers

The Recording Servers are also configured and represented in Genesys Administrator (GA) Configuration Manager. Each recording Server added to the resource group will show up in the group in the GA (the same as the MCPs).

## Access Points

The access points are simply representations and do not include any configuration data for the SLR servers. The port is defined but is not used.

## Resource Assignment

1. Set the IP Address and SIP Port of the Recording Servers to those of the installed GQM component.
2. Set the Max Ports option to double the number of calls you are able to record.
3. When configuring recording servers each one must have Redundancy set to Active. If not they won't be seen as an available resource to RM and calls won't be recorded.

In the gvp.service-parameters section in options, add:

`recordingclient.recdest=fixed,sip:[rm-ip]:[rm-port]`.

## Configuring the Recording Server Group

To create a new Resource Group for Recording Servers:

Under PROVISIONING > Voice Platform > Resource Groups, click New. This will start the Resource Group Wizard.

In Resource Manager Selection, select the Resource Manager.

In Group Name and Type, enter the group name and select Recording Server.

Use the defaults for Tenant Assignment and Group Properties.

Add:

`recordingclient.recmediactl=fixed,2`

See next section for Resource Assignment screen shot and instructions.

## Configuring the IVR Profile

1. Navigate to Environment > Tenants, select Environment, go to the Options tab - check what the default profile for tenants is (look under the section gvp.general, gvp.general/default-application. The value is set to Default application).
2. Then go to Voice platform > IVR profiles > Default application, go to the Options tab, look under gvp.service-parameters,
   if it is not there click on New and create:
   `Section > gvp.service-parameters`
   `Name > recordingclient.recmediactl`
   `Value> fixed,2`
3. Click OK.
   The value says we want to separate the dialog for each call-leg.
4. If it is not there, click New and create:
   `Section > gvp.service-parameters`
   `Name > recordingclient.recdest`
   `Value > fixed,sip:[rm-ip]:[rm-port]`
5. Save changes.

## Configuring the SIP Server for Active Recording

Configure the following parameters in the SIP Server in order to enable Active Recording.

### Configuring the Application Level

The following configurations are necessary at the application level:

Navigate to: Configuration > Environment > Applications > SIP Server > Properties > Options Tab > T-Server.

### Configuring resource-management-by-rm

In the T-Server section of the SIP Server application, configure:

`resource-management-by-rm` to `true` to support the call recording solution.

The valid values are:

- `true`: Resource Monitoring and Notification will be done by the RM. The SIP Server will contact the Media Server (MS) through RM.

- `false`: Resource Monitoring and recovery will be done by the RM. The SIP Server will contact MS directly.

The default value is `true`.

### Configuring msml-support

In the T-Server section of the SIP Server application, configure:

`msml-support` as `true` to support the call recording solution.

The valid values are:

- `true`: The msml service is enabled for treatment and conference and recording service.
- `false`: The msml service is disabled for treatment and conference and recording service.

The default value is `false`.

### Configuring msml-record-support

In the T-Server section of the SIP Server application, configure:

`msml-record-support` to`true` to support the msml based call recording solution.

The valid values are:

- `true`: This enables SIP Server to engage GVP as a media server through the msml protocol for call recording (SIP Server uses msml protocol for call recording).
- `false` : The SIP Server uses existing NETANN protocol for call recording.

The default value is `false`.

### Configuring recording-filename

In the T-Server section of the SIP Server application, configure:

`recording-filename` to an empty field.

The Value of this option must be set to empty field otherwise Genesys Quality Management Suite won't be able to match RTP received from MCP with TLib events.

The default value is an empty field.

### Configuring record-consult-calls

In the T-Server section of the SIP Server application, configure:

`record-consult-calls`

This can have either a `true` or a `false` value depending on whether consult calls are to be recorded.

## Configuring the DN Level

The following configurations are necessary at the DN Level.

Navigate to: Configuration > Environment > Switches > "name of SIP switch" > DNs.

### Creating a TServer Section for msml in DN for VOIP

Create a special DN named for example: `MSML_Service_DN` with the type: `Voice_over_IP_service.`

Select Properties for this DN and Annex tab, create a `TServer` section with the parameters:

Name:`contact` Value: `sip` : `<ResourceManager` : `port>`

Name: `make-call-rfc3725-flow, Value: 1`

Name: `prefix`, Value: `msml=`

Name: `refer`-`enabled`, Value: `false`

Name: `ring`-`tone`-`on`-`make`-`call`, Value: `false`

Name: `service`-`type`, Value: `msml`

Name: `subscription`-`id`, Value: `Resources` or `Environment`

### Description of the TServer Section Parameters

- `contact`: This is a mandatory parameter. Point the option `contact` of the `msml` service to the IP address and port of the Resource Manager.
  `contact=sip` : <`ResourceManager` : `port>`

- `make``-``call-rfc3725-flow`: This parameter should be set with a value = `1`.

- `prefix`: This is a mandatory parameter in the MSML service and the value of `prefix` should be `msml=`
- `refer-enabled`: This is a mandatory parameter. If not used, some transfer functions won't work.
  Configure the option `refer-enabled` as `false`.
- `ring-tone-on-make-call`: Configure the option parameter `ring-tone-on-make-call` in the MSML service. This parameter should be set to `false`
- `service-type`: If multiple RMs are configured, then create multiple VoIP DNs of the `service-type=msml` :In this case, the SIP server will balance the load between the multiple RMs for`service-type=msml` for the MSML service.
- `subscription-id`: This is a mandatory parameter:
  Configure the option `subscription-id` in the MSML service, and the value of the service must be set to <TenantName> where <TenantName> is the name of the tenant.

    subscription-id=<TenantName>

### Configuring the Extension, record Parameter

Configure the`record` parameter in `Extension` to`true` to enforce recording without a request from Genesys Quality Management Suite. This option changes the behavior of Genesys Quality Management Suite when EXTERNAL DATA recording rules are considered.

### Configuring the Trunk record Parameter

Configure the `record` parameter in `Trunk` to `false`.

The option can't be set to true as this would cause Genesys Quality Management Suite not to record calls (If the value were set as true, Genesys Quality Management Suite would receive the number of a calling party in SIP signaling as a recorded DN and Genesys Quality Management Suite would not be able to match TLib events for the stream).

## Configuring sip-hold-rfc3264

Navigate to: Configuration > Environment > Applications > SIP Server > Properties > Options Tab >T-Server >sip-hold-rfc3264.

In VoIP Service DN add the option `sip-hold-rfc3264`. This parameter should be set to `true.`

    sip-hold-rfc3264=true

## Final Checks

By the end of the steps you should be able to provide the following details:

1. Genesys App name
2. Primary Configuration server IP address
3. Backup Configuration server IP address
4. Config Server User Name
5. Config Server Password

## Attachments:

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