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Smconfig recording2.png

Smconfig audio.png

Smconfig sitesandmachines2.png

SMConfig.png

Deploying SpeechMiner for GIR

GIR uses the SpeechMiner application to playback call and screen recordings that were previously saved.

Installing SpeechMiner

To install and configure SpeechMiner, follow the instructions in the Deploying SpeechMiner topic of the SpeechMiner Administration Guide. Pay attention to the instructions specific to Analytics and Recording UI, or Recording UI Only modes.

Important
The UConnector service is not required for GIR.

Configuring SpeechMiner

In addition to the configuration that is described in the SpeechMiner Administration Guide, SpeechMiner requires that the its database and application be configured specifically for GIR.

SpeechMiner Database

To configure the SpeechMiner Database:

  1. Using the SpeechMiner Configuration Tool, select Recording, and add the following parameters:
    Section Parameter Description Example
    Configuration Tenant Specifies the tenant as configured in Genesys Administrator Extension. Environment
    Application Name Specifies the name of the SpeechMiner application object as configured in Genesys Administrator Extension. SpeechMiner
    Users Access Group Specified the Access Group to which the SpeechMiner users belong. For more information, see Configuring SpeechMiner Users. SpeechMiner Users
    Update Agents Every Specifies how often to update the agent tree in the user interface. 24 hours
    Interaction Receiver Default Program Specifies the Program ID that the Recording Processor Script assigns to the call. default
    Extension Speaker Type Specifies the agent that is taking the call. agent
    Trunk Speaker Type Specifies the customer calling into the contact center. customer
    RP Authorization

    Note: The values of RP Authorization username and password must match the value that is configured for the IVR PRofile in the Recording Processor Script application.

    		User Specifies the Recording Process Script username. <SpeechMiner Webserver Username>
    Password Specifies the Recording Processor Script password. <SpeechMiner Webserver Password>
    MCP Authorization

    Note: The values of MCP Authorization username and password must match the value that is configured for the IVR Profile in the Recording Processor Script application.

    		User Specifies the Genesys Voice Platform username. <SpeechMiner Webserver Username>
    Password Specifies the Genesys Voice Platform password. <SpeechMiner Webserver Password>
    Playback RCS URI Specifies the Recording Cytpo Server URL. http://<Recording Crypto Server Host>:<port>/rcs or https://<Recording Crypto Server Host>:<port>/rcs/
    HTCC URL Specifies the Web Services URL.

    Note: This parameter is required for screen recording only. If you do not want to use screen recording, leave this value blank.

    		http://<Web Services host>:<port> or https://<Web Services host>:<port>

    Note: Use https for the Web Services connection if the connection to the Speechminer web server is configured with https.

  2. Depending on the installation mode, perform one of the following:
    • In Recording and Anaytics mode, create and apply a program in SMART and set the DEF_PROGRAM_EX_ID in the cmrsparams section to that program's external ID.
    • In Recording Only mode, set the name for the program you want to use.
    Important

    Both of these actions can be skipped, if the default in the database is satisfactory, or if the Recording Processor includes the program ID in the metadata.
    On a per-call basis, the attached data key GRECORD_PROGRAM can be set to define the program external ID to be used for this call. For example, attached data can be set in a routing strategy.


SpeechMiner Application

  1. Use Genesys Administrator, or Genesys Administrator Extension to create four new Application Templates:
    1. Import the following templates from the SpeechMiner CD:
      • Speechminer_ClientApplications.apd
      • Speechminer_InteractionReceiver.apd
      • Speechminer_Platform.apd
      • Speechminer_Web.apd
    2. Verify that each template has Genesys Generic Server in the Type field, and 8.5.3 in the Version field.
    3. Verify that the log parameters are defined.
  2. Create four new Application objects using the newly created templates.
    1. Enter the names in the Name field as they are indicated in the template. For example, name Speechminer Platform application, <XXX>_Platform, where XXX is the same as the name set in the SMConfig's Recording panel.
    2. Set the hosts.
    3. The Start info Working Directory, Command Line must not be empty. Set it to ".".
    4. Connections, or other options are not needed.
      5. Important
      The SpeechMiner components do not integrate with LCA.
  3. In the SMConfig-Login screen (SpeechMiner Configuration), login with your Configuration Server credentials (for example, default/password) and set the Configuration Server host and port.

    Important
    When you are logging in for the first time, you must go to the license tab, and add your recording-only license, and login to SM Config again. You will see the Recording tab in the UI only after you have added the license .
  4. In the Sites and Machines/Machines and Tasks screen:
    • Configure the Interaction Receiver tasks.
  5. The following tasks must be enabled in your SpeechMiner configuration:
    • Recording only mode:
      • web server
      • interaction receiver
      • indexer
      • uplatform
  6. In the Audio panel of SMConfig, set the following to avoid creating unnecessary audio files and storing them for too long:
    Parameter Value
    Recognition Audio Format WAV_PCM
    Create compressed audio file Do not Generate
    WAV_PCM Retention Period 0

  7. In the Recording tab, set the parameters.
    [+] Show the table that describes the parameters.
  8. Depending on the license you are using and only after you have verified that the license matches the installation mode, perform one of the following:
    • In Recording and Analytics mode, create and apply a program in SMART for every Program ID that RP may send.
    Important

    Both of these actions can be skipped, if the default in the database is satisfactory, or if the Recording Processor includes the program ID in the metadata.

    On a per-call basis, the attached data key GRECORD_PROGRAM can be set to define the program external ID to be used for this call. For example, attached data can be set in a routing strategy.
  9. Configure the roles and permissions for the SpeechMiner Users.
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