Geo-Location

The Genesys Interaction Recording solution uses geo-location to provide a multi-site deployment with the capability to select specific pools of Media Servers and recording servers that are located at specific sites. The following sections describe Geo-location:

Supporting Geo-Location

Geo-location support provides a multi-site deployment with the capability to select specific pools of Media Servers and recording servers that are located specific sites. The main motivation for selecting specific Media Servers is either to minimize WAN traffic or to minimize the latency introduced to a conversation when call recording is enabled.

Customer and Agent Call Across the WAN with No Recording

In a typical scenario, the customer might be calling into a contact center site with a media gateway, and the agent is located in a different site as the agent.

Customer and Agent Call Across the WAN with Recording in Data Center

When the Media Control Platform (MCP) is located at the data center site, the deployment needs to double the WAN traffic because the media path needs to be bridged through the data center. This increased WAN traffic leads to increased latency of the media path by doubling the WAN path.

Customer and Agent Call Across the WAN with Recording with Geo-location at the Customer Site

To minimize latency, the geo-location feature has been introduced in SIP Server and Resource Manager. This feature allows MCPs to be deployed in a remote site that is close to one of the parties in the call. This diagram is a deployment that places MCP in Dallas as set in the geo-location=dallas parameter.

Geo-location for MCP is considered separately by the Resource Manager.

Configuring Geo-Location

Geo-location is configured in two objects:

DN objects in a switch
Resource Groups for MCP and Recording Servers.

You can assign a geo-location tag for each DN (of type Trunk DN, Route Point DN, Extension DN, and Trunk Group DN). The geo-location option is configured in the TServer section of these places.

To assign a geo-location tag for a Resource Group (for MCP and Recording Server separately), use the Resource Group Wizard and set the geo-location as part of the Wizard process.

Usage

Geo-location is selected for each call depending on the usage model.

SIP Server selects the geo-location with the following order of preference for inbound calls:

Geo-location configured in the extensions of RequestRouteCall.
Geo-location configured in the Routing Point DN.
Geo-location configured in the inbound Trunk DN.
Geo-location configured in the DN where the recording is enabled.

For outbound calls, the following order of preference is used:

Geo-location configured in the extensions of RequestRouteCall.
Geo-location configured in the Routing Point DN.
Geo-location configured in the Agent DN.
Geo-location configured in the outbound Trunk DN if recording is enabled.

Full-time Recording

When a DN is configured to be recorded, the geo-location is set at the DN. When more than one DN involved in the call has the geo-location set (for example, both the inbound Trunk DN and the Routing Point DN have the geo-location parameter set), then SIP Server selects the geo-location based on the order of preference listed above.

Selective Recording from a Routing Strategy

If record=source is set in the RequestRoutecall extensions, the geo-location of the inbound Trunk DN of the call is selected (if it is configured). If record=destination is set in the RequestRoutecall extensions, the geo-location of the agent (Extension DN) is selected.

Dynamic Recording

When dynamic recording is initiated by the T-lib RequestPrivateService function, the geo-location is selected based on the recorded DN in the call. Specifically:

If RequestPrivateService is requested with AttrExtensions as record = source, the geo-location configured for thisDN is selected. record=source is the default value if the extension is not defined.
If RequestPrivateService is requested with AttrExtensions as record = destination, the geo-location configured for otherDN is selected.