Deploying Genesys Voice Platform for GIR

Genesys Voice Platform (GVP) provides the media services, including IVR, that GIR needs to record contact center interactions.

Installing GVP

Install and configure the GVP solution as described in the GVP 8.5 Deployment Guide. You can learn more about GVP here.

Configuring GVP

GVP uses four components and functions that require additional configuration to enable recording for GIR:

• Resource Manager
• IVR Profile
• Logical Resource Group
• Media Control Platform (MCP)

Resource Manager

1. In the GVP Resource Manager application, configure the following parameters:

   Section Name	Parameter Name	Value
   rm	conference-sip-error-respcode	Set to 503.
   	resource-unavailable-respcode	Set to 603
   monitor	sip.proxy.releaseconfonfailure	Set to false.

2. For each GVP shared tenant, a separate tenant is required by Resource Manager. Create a gateway resource for each tenant RM tenant using the SIP Server source address.

IVR Profile

Important

By default the profile named Record is used for recording purposes. For IVR recording, the recording parameters associated with the Record profile are combined with the existing IVR profile that is used for the IVR functionality. For additional information, refer to IVR Recording.

1. In Genesys Administrator Extension, navigate to Configuration > Voice Platform, select Voice Platform Profiles, and click New.
2. On the General tab, enter the following parameters:
   • Name (Genesys recommends naming it record)
   • Display Name
   • Description
3. On the Options tab,
   • Configure for basic authorization:
     • In the [gvp.service-parameters] section, set the recordingclient.callrec_authorization parameter to fixed,rp_username:rp_password.
     Important

     The username:password value must be the same username and password that is configured in the Recording Processor Script. For more information, see Configuring Basic Authorization for the Recording Processor Script.
   • Configure the following in the [gvp.service-parameters] section to set the bitrate and to determine if MP3 recording is mono or stereo:
     For 8 kbit/s mono:
     Set the recordingclient.gvp.config.mpc.mp3.bitrate parameter to fixed,8.
     Set the recordingclient.channels parameter to fixed,1.
     For 16 kbit/s stereo:
     Set the recordingclient.gvp.config.mpc.mp3.bitrate parameter to fixed,16.
     Set the recordingclient.channels parameter to fixed,2.
     For 32 kbit/s stereo:
     Set the recordingclient.gvp.config.mpc.mp3.bitrate parameter to fixed,32.
     Set the recordingclient.channels parameter to fixed,2.
     
4. On the Recording tab, add the Recording Certificates, and set the parameters. [+] Show the table describing the parameters.

   Section	Parameter Name	Description
   Recording Destinations	Storage Destination	The path to the first recording destination. For example, http://testing.com. Note: The Storage Destination must be unique for each IVR Profile.
   	Storage HTTP Authorization Header	The authentication for the first destination of the recorder. The format is username:password, where username and password are the webserver credentials. This field is visible only if the Storage Destination is either HTTP or HTTPS.
   	Recording Processor URI	The URI that MCP uses to post the metadata of the audio recording after the recording is complete. MCP uses HTTP POST to send the metadata to the Recording Processor. The format for this parameter is: http:// <Recording Processor Host>/api/contact-centers/<Contact Center Domain Name>//recordings/. Note: The value for the URI must always end with a forward slash (/).
   	SpeechMiner Interaction Receiver	Specifies the URL that points to the SpeechMiner service responsible for accepting metadata from the Recording Processor script for this profile.
   	SpeechMiner Interaction Receiver Authorization Header	Specifies the authorization information required to connect to the SpeechMiner service used by the Recording Processor Script. The format is username:password, where the username and password are the webserver credentials.
   Speech Analytics Parameters Note: Leave these parameters empty unless you have purchased and enabled speech analytics mode on SpeechMiner; otherwise, recording may not operate correctly.	SpeechMiner Destination	The path to the SpeechMiner server that is used for analytics. For example, http://speechminer/. This is an optional parameter and should be left empty if speech analytics is disabled.
   	SpeechMiner HTTP Authorization Header	The authentication for the first destination of the recorder. The format is username:password, where username and password are the webserver credentials. This field is visible only if the SpeechMiner Destination is either HTTP or HTTPS.
   Additional Recording Parameters	Recording Storage MIME Type	The audio file type used for the storage recording. Set to audio/mp3.
   	Recording Alert Tone Source (Optional)	The URI of the audio tone. For example, http://example.com/tone.wav.
   Recording File Name Template	File Name Template	Specifies the name of the template used for generating the MSML recording. When left blank, the default value is $id$. Choose any, or all of the following parameters: ID—The unique identifier of the template. Date Time—The date and time of the call in which the recording is started. The date and time is sent in ISO format with UTC time. The ISO format is YYY-MM-DDTHH:MM:SSZ MCP Date Time—The local date and time of the call in which the recording is started. The local time follows the MCP instance where the recording is taking place. SIP Server Application Name—The SIP Server application name in which the recording is started. Call UUID—The call UUID of the call in which the recording is started. ANI—The ANI information of the call in which the recording is started. Connection ID—The TLib Connection ID of the call in which the recording is started. DNIS—The DNIS information of the call in which the recording is started. Agent ID—The agent ID of the DN of the call in which the recording is started. If the recording has not started because the DN or Agent ID has not logged in, this parameter will not be present. For example, if DNIS, ANI and Agent ID are selected, the File Name Template is set to $dnis$_$ani$_$agentId$. Note:Using too many parameters could exceed the 260 characters limit for a Windows file name.

Using multiple locations

A Recording IVR profile enables you to setup a separate voice recording storage location, per data center location, based on the SIP Server geo-location. To use this functionality:

1. Set the following parameters in the [gvp.general] section:
   • service-type=record
   • geo-location (that is, the geo-location that identifies SIP Server location).
2. For each new IVR Profile configure separate Recording Destinations:
   • Storage destination: Set to the recording storage location for the corresponding data center.
   • Recording Processor URI: Set to the Recording Processor address for the corresponding data center.
   • SpeechMiner Interaction Receiver: Set to the SpeechMiner Interaction Receiver in the primary data center.

For additional information about multiple data center locations, refer to the Multiple data center locations page.

Logical Resource Group

A single Media Control Platform (MCP) pool can be used to provide all types of media services including call recording. A dedicated Logical Resource Group can also be used for call recording.

1. Modify a Logical Resource Group to include call recording:
   • Set the service-types option to voicexml;conference;announcement;cpd;media;recordingclient.
2. Create a new Logical Resource Group. In the [gvp.lrg] section, set the following parameters:

   Parameter Name	Value
   service-types	recordingclient
   load-balance-scheme	round-robin
   monitor-method	option
   port-usage-type	in-and-out
   resource-confmaxsize	-1

Important

If using a dedicated Logical Resource Group, ensure that the recordingclient value is removed from the MCP pool's service-types parameter. For example, set the service type to voicexml;conference;announcement;cpd;media.

Media Control Platform

1. Ensure that the Media Control Platform (MCP) instances are included on the Connections tab of the Resource Manager Application object.
2. In the [mpc] section, set the default_audio_format parameter to ULAW, or ALAW, depending on the G711 settings.
3. In the [mpc] section, set the recordpostretrybackoff parameter to the customer's agent amount. For example, if RPS spent 200 seconds to load all the information from the Configuration Server, recordpostretrybackoff should be set to 100 seconds.

Important

When assigning the MCP(s) for handling call recording, the IP address and Port must match the details of the MCP. Set the max ports option to double the number of calls that you want to handle with the MCP. One port is used per stream in the call, one for the customer leg and one for the caller leg. If max ports is set to 1000, the MCP can handle 500 calls.

For more information about the GVP and Media Server options, see the Media Control Platform.