Getting Started with Genesys Interaction Recording

Welcome to Genesys Interaction Recording (GIR). This page is intended to help you dive in to configuring and working with GIR, so let’s get started.

This page will give you a quick overview of the main requirements and steps needed to record and save your customer interactions, and play those interactions back to help optimize your workforce performance and customer experiences.

Each of the links below takes you a main page for that product and feature. Each 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:

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

Before You Start

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

Genesys Components		GIR Features
Web Services		Geo-Location
SIP Server		Audio Tones
Genesys Voice Platform		Security (TLS)
Interaction Concentrator (ICON)		Access Control
Recording Processor Script		Encryption
Recording Crytpo Server		Enable Call Recording
Recording Plug-in		Enable Screen Recording
Speech and Text Analytics (SpeechMiner)
Workspace Desktop Edition

Record an Interaction

We need to say why each may be appropriate?

Recording Inbound Interactions

Recording-Only Mode

1. When a call enters the contact center, SIP Server sends the call to GVP (MCP&RM) to process the recording.
2. MCP, using an HTTP PUT, sends the mp3 recording to WebDAV for storage.
3. When MCP receives a 200 OK from WebDAV, MCP, using an HTTP POST, sends the recording’s metatdata information to the RPS.
4. RPS parses metadata received from MCP and retrieves corresponding metadata from the ICON database that would have been provided by other possible SIP Servers. (this is a direct connection as configured in the rpconfig.cfg file)
5. Once the metadata is retrieved from the ICON database successfully, RPS, using an HTTP POST, sends the information about the recording to Web Services.
6. Web Services stores the recording information to the Cassandra database.
7. Web Services tells RPS, with a 200 OK message, that the recording information is stored.
8. RPS sends the recording to the SpeechMiner.

Recording and Analytics Mode

1. When a call enters the contact center, SIP Server sends the call to GVP (MCP&RM) to process the recording.
2. MCP, using an HTTP PUT, sends the mp3 recording to WebDAV for storage.
3. MCP, using an HTTP PUT, sends a .WAV recording to Interaction Receiver for analytics.
4. When MCP receives a 200 OK from WebDAV, MCP, using an HTTP POST, sends the recording’s metatdata information to the RPS.
5. RPS parses metadata received from MCP and retrieves corresponding metadata from the ICON database that would have been provided by other possible SIP Servers. (this is a direct connection as configured in the rpconfig.cfg file)
6. Once the metadata is retrieved from the ICON database successfully, RPS, using an HTTP POST, sends the information about the recording to Web Services.
7. Web Services stores the recording information to the Cassandra database.
8. Web Services tells RPS, with a 200 OK message, that the recording information is stored.
9. RPS sends the recording to the SpeechMiner.

Screen Recording here

Playback an Interaction

Is this the same for both call and screen?

1. Log into the SpeechMiner UI with your Genesys user credentials.
2. In the background, SpeechMiner opens a two way session with the Recording Crytpo Server.
3. Then, the Recording Crypto Server checks in the Genesys Configuration database that your username and password are correct.
4. After your credentials have been successfully verified, you can search for your recording. Select your recording. In the background, SpeechMiner makes an API call to the Recording Crypto Server and tells Web Services to find the recording file.
5. Web Services then searches the Cassandra database for the file you selected.
6. When the recording file is found in the database, Web Services tells WebDAV to retrieve the file from storage.
7. WebDAV streams the recording file to you through the Recording Crypto Server and the SpeechMiner UI.