Configuring Features

Review the sections below for more information about how to configure Interaction Recording Web Services to use the specified features.

Configuration for Voice Recordings

Interaction Recording Web Services requires a specific configuration for GIR call recordings to work correctly. The following sections describe how to configure Interaction Recording Web Services for call recordings.

Configuring the Interaction Recording Web Services Parameters

To support call recordings, it's important that you update the following settings in the serverSettings section of the application.yaml file:

• undocumentedExternalApiUrl
• createCallRecordingCF
• crClusterName
• crRegion
• cryptoSecurityKey
• webDAVMaxConnection
• webDAVMaxTotalConnection
• nodePath
• recordingSettings, in particular recordCryptoServerDecryptMaxConnection, recordCryptoServerDecryptMaxTotalConnection and recordCryptoServerDecryptSocketTimeout
• multiPartResolverMaxUploadSize
• multiPartResolverMaxInMemorySize
• backgroundScheduledMediaOperationsSettings, in particular enableBackgroundScheduledMediaOperations and defaultBackupExportURI

Configuring the Storage Credentials for Interaction Recording Web Services

Enable Voice Recording

Start

1. Determine the contact center ID on Interaction Recording Web Services using the following command with the ops username and password (ops:ops):

   curl -u ops:ops http://<Interaction Recording Web Services Server>:8080/api/v2/ops/contact-centers; echo

   The following output is returned:

   {"statusCode":0,"uris":["http://<Interaction Recording Web Services Server>:8080/api/v2/ops/contact-centers/<contact center ID (in hex format)>"]}

   Important

   Use the <contact center ID (in hex format)> in all subsequent commands.
2. Using a text editor, created the create_table file using the following command:

   {
   "operationName":"createCRCF"
   }
   curl -u ops:ops -X POST -d @create_table http://htcc:8080/api/v2/ops/
   contact-centers/<contact center ID (in hex format)>/recordings 
   --header "Content-Type: application/json"; echo

End

Enable Storage

Start

1. Using a text editor, create the recording_settings text file using the following command:

   {
     "store": [
       {
         "webDAV": {
           "userName": "user1",
           "password": "password1",
           "uri": "http://apache1/webdav"
         }
       },
       {
         "webDAV": {
           "userName": "user2",
           "password": "password2",
           "uri": "http://apache2/webdav"
         }
     ]
   }
   
   curl -u ops:ops -X PUT -d @recording_settings
    http://<Interaction Recording Web Services Server>:8080/api/v2/ops/
   contact-centers/<contact center ID (in hex format)>/settings/recordings
    --header "Content-Type: application/json"; echo

End

Configuring the Call Recording Audit Log

Interaction Recording Web Services provides an audit log for the following call recording operations:

• Playback of the recording media file
• Deletion of the call recording file

Complete the steps below to configure the audit log:

Start

1. Stop Interaction Recording Web Services using the following command:
   sudo service gir stop
2. Edit the /usr/share/gir/.current/etc/logback.xml file and update the configuration to include INFO level messaging. For example:

   <?xml version="1.0" encoding="UTF-8"?>
   <!--
     Example LOGBACK Configuration File
     http://logback.qos.ch/manual/configuration.html
     -->
   <configuration scan="true">
     <appender name="RECORDING" class="ch.qos.logback.core.rolling.RollingFileAppender">
       <filter class="ch.qos.logback.classic.filter.LevelFilter">
         <level>INFO</level>
         <onMatch>ACCEPT</onMatch>
         <onMismatch>DENY</onMismatch><!-- ACCEPT for printing log above INFO, DENY for printing only INFO-->
       </filter>
       <file>${jetty.logs}/recording.log</file>
       <rollingPolicy class="ch.qos.logback.core.rolling.TimeBasedRollingPolicy">
         <fileNamePattern>${jetty.logs}/recording-%d{yyyy-MM-dd-HH}.gz</fileNamePattern>
         <maxHistory>720</maxHistory><!-- 1 Month -->
       </rollingPolicy>
       <encoder>
         <pattern>%d{MM/dd/yyyy HH:mm:ss.SSS, UTC} [%X{principal.name}] [%X{req.userAgent}] [%X{req.remoteHost}] %X{req.requestURI} %msg%n</pattern>
       </encoder>
     </appender>
     <appender name="FILE" class="ch.qos.logback.core.rolling.RollingFileAppender">
       <file>${jetty.logs}/cloud.log</file>
       <rollingPolicy class="ch.qos.logback.core.rolling.TimeBasedRollingPolicy">
         <!-- hourly rollover -->
         <fileNamePattern>${jetty.logs}/cloud-%d{yyyy-MM-dd-HH}.gz</fileNamePattern>
         <!-- keep 5 days' worth of history -->
         <maxHistory>120</maxHistory>
       </rollingPolicy>
       <encoder>
         <pattern>%d{MM/dd/yyyy HH:mm:ss.SSS, UTC} %-5level [%X{principal.name}] [%X{session}] [%X{contactCenter}] [%thread] %X{req.requestURI} %X{req.queryString} %logger{36} %msg%n</pattern> 
       </encoder>
     </appender>
     <logger name="com.<domain>.cloud.v2.api.controllers.callrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.<domain>.cloud.v2.api.tasks.callrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.<domain>" level="WARN" />
     <logger name="com.<domain>.cloud" level="DEBUG" />
     <logger name="com.<domain>.cloud.rtreporting" level="WARN" />
     <logger name="com.<domain>.salesforce.security" level="INFO" /> 
   
     <root level="WARN">
       <appender-ref ref="FILE" />
     </root>
   
   </configuration>

3. For MLM, create a RECORDING appender if it does not exist. For example:

   <appender name="RECORDING" class="ch.qos.logback.core.rolling.RollingFileAppender">
       <filter class="ch.qos.logback.classic.filter.LevelFilter">
         <level>INFO</level>
         <onMatch>ACCEPT</onMatch>
         <onMismatch>DENY</onMismatch><!-- ACCEPT for printing log above INFO, DENY for printing only INFO-->
       </filter>
       <file>${jetty.logs}/recording.log</file>
       <rollingPolicy class="ch.qos.logback.core.rolling.TimeBasedRollingPolicy">
         <fileNamePattern>${jetty.logs}/recording-%d{yyyy-MM-dd}.gz</fileNamePattern>
         <maxHistory>720</maxHistory><!-- 1 Month -->
       </rollingPolicy>
       <encoder>
         <pattern>%d{MM/dd/yyyy HH:mm:ss.SSS, UTC} [%X{principal.name}] [%X{req.userAgent}] [%X{req.remoteHost}] %X{req.requestURI} %msg%n</pattern>
       </encoder>
     </appender>

4. Add the following loggers for the RECORDING appender:

     
   <logger name="com.genesyslab.cloud.v2.api.controllers.callrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.api.controllers.screenrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.api.tasks.callrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.api.tasks.interactionrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.api.tasks.screenrecording">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.api.tasks.settings">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.media.scheduler">
       <appender-ref ref="RECORDING" />
     </logger>
     <logger name="com.genesyslab.cloud.v2.media.task">
       <appender-ref ref="RECORDING" />
     </logger>

   For more information about Jetty Logback, see Logback configuration.
5. Start GIR using the following command:
   sudo service gir start
6. Open the /var/log/jetty9/recording.log file and review the audit log. The following example shows that two recordings are requested for playback and deletion:

   10/28/2013 15:46:03.203 [ops] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (KHTML, like Gecko) 
   Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/ops/contact-centers/46284f2f-d615-4329-957a-f5341ed
   fd5d7/recordings/recid0/play/2cb4ea04-f81d-44e8-83b6-1f4a63a1a659.mp3 Play media [2cb4ea04-f81d-44e8-83b6-1
   f4a63a1a659] of recording [recid0] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] requested
   
   10/28/2013 15:46:03.341 [ops] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (KHTML, like Gecko) 
   Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/ops/contact-centers/46284f2f-d615-4329-957a-f5341ed
   fd5d7/recordings/recid0/play/2cb4ea04-f81d-44e8-83b6-1f4a63a1a659.mp3 Play media [2cb4ea04-f81d-44e8-83b6-1
   f4a63a1a659] of recording [recid0] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] failed
   
   10/28/2013 15:46:10.946 [ops] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (KHTML, like Gecko) 
   Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/ops/contact-centers/46284f2f-d615-4329-957a-f5341ed
   fd5d7/recordings/recid1/play/2cb4ea04-f81d-44e8-83b6-1f4a63a1a658.mp3 Play media [2cb4ea04-f81d-44e8-83b6-1
   f4a63a1a658] of recording [recid1] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] requested
   
   10/28/2013 15:46:11.033 [ops] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (KHTML, like Gecko) 
   Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/ops/contact-centers/46284f2f-d615-4329-957a-f5341ed
   fd5d7/recordings/recid1/play/2cb4ea04-f81d-44e8-83b6-1f4a63a1a658.mp3 Play media [2cb4ea04-f81d-44e8-83b6-1
   f4a63a1a658] of recording [recid1] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] succeed
   
   10/28/2013 15:46:52.179 [admin@genesyslab.com] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (
   KHTML, like Gecko) Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/recordings/recid0 Delete recording [reci
   d0] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] requested
   
   10/28/2013 15:46:52.216 [admin@genesyslab.com] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (
   KHTML, like Gecko) Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/recordings/recid0 Delete recording 
   [recid0] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] failed
   
   10/28/2013 15:46:56.253 [admin@genesyslab.com] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (
   KHTML, like Gecko) Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/recordings/recid1 Delete recording [reci
   d1] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] requested
   
   10/28/2013 15:46:56.420 [admin@genesyslab.com] [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9_0) AppleWebKit/537.36 (
   KHTML, like Gecko) Chrome/28.0.1500.71 Safari/537.36] [192.168.135.1] /api/v2/recordings/recid1 Delete recording 
   [recid1] from contact center [46284f2f-d615-4329-957a-f5341edfd5d7] succeeded

End

Configuring the API Thread Pool

Interaction Recording Web Services provides properties for the Call Recording API thread pool via archaius.

The following table describes the parameters required to set the API thread pool.

Property/API Name	Thread Pool Name	Description
hystrix.command.[API Name]. execution.isolation.thread. timeoutInMilliseconds	N/A	The hystrix timeout. The default value is set to 6000.
hystrix.threadpool.[API Pool Name] .coreSize	N/A	The thread pool size. The default value is set to 10.
RecordingOperationApiTaskV2	ApiOperationPool	The call or screen recording operation.
CreateCallRecordingApiTaskV2	ApiCreatePool	Create call recording.
DeleteCallRecordingApiTaskV2	ApiDeletePool	Delete call recording.
GetCallRecordingApiTaskV2	ApiGetPool	Get call recording meta data.
GetCallRecordingCFInfoApiTaskV2	ApiGetPool	Get call recording CF Information.
GetCallRecordingMediaApiTaskV2	ApiGetPool	Streaming call recording media.
QueryCallRecordingApiTaskV2	ApiQueryPool	Query call recording Meta data.

For more information about the Call Recording API, see the Genesys Interaction Recording API Reference.

For more information about how to use Workspace Web Edition for Voice Recording, see the Workspace Web Edition Help.

Configuration for Screen Recordings

As with call recordings, Interaction Recording Web Services requires a specific configuration for GIR screen recordings to work correctly. The following sections describe how to configure Interaction Recording Web Services for screen recordings.

Configuring the Interaction Recording Web Services Parameters

Complete the steps below to support screen recordings:

Start

1. Update the following settings in the serverSettings section of the application.yaml file. Your configuration should look something like this:

   crossOriginSettings:
       corsFilterCacheTimeToLive: 120
       allowedOrigins: <Interaction Recording Web Services Servers>,<SpeechMiner Web Servers>
       allowedMethods: GET,POST,PUT,DELETE,OPTIONS
       allowedHeaders: "X-Requested-With,Content-Type,Accept,Origin,Cookie,authorization,ssid,surl,ContactCenterId,Range"
       allowCredentials: true
   screenRecordingSettings:
       screenRecordingEServicesEnabled: true
       screenRecordingVoiceEnabled: true
   screenRecordingConnectionReportingSettings:
     reportingEnabled: true
     createReportingCF: true
   syncNode: true
   multiPartResolverMaxUploadSize: 536870912
   multiPartResolverMaxInMemorySize: 536870912

   Make the following changes to the example above:

   • Change <Interaction Recording Web Services Servers> and <SpeechMiner Web Servers> to the HTTP/HTTPS addresses of the Interaction Recording Web Services instances and SpeechMiner Web Servers.
   • multiPartResolverMaxUploadSize controls the maximum allowed size for the Screen Recording video file that can be uploaded to Interaction Recording Web Services (in bytes). Setting the value too high (10MB+) for this parameter may cause performance and/or security issues for Interaction Recording Web Services.
2. Add screen recording features to the Contact Center:

   POST http://<htcc-host-prefix>/api/v2/ops/contact-centers/bea09df2-82c5-441a-9072-5f2fc15fadc4/features
   {
        "uris":[  
         "/api/api-voice-screenrecording",
         "/api/api-multimedia-screenrecording",
         "/api/api-screenrecording-connection-reporting"
      ]
   }

   • Use the api-voice-screenrecording parameter for voice interactions, and use the api-multimedia-screenrecording parameter for non-voice interactions.
   • Use the api-screenrecording-connection-reporting parameter to enable information about Screen Recording Services client connections for the contact center
   • If you wish to direct the SpeechMiner UI to Interaction Recording Web Services instead of Recording Crypto Server for decryption of screen recordings, add the api-recordings-decryption-proxying parameter to the list of features enabled for the contact center above. Note that this requires additional configuration.

End

Configuring the Storage Credentials for Interaction Recording Web Services

Complete the steps below to configure storage credentials for Interaction Recording Web Services.

Start

1. Determine the contact center ID on Interaction Recording Web Services using the following command with the ops username and password (ops:ops):

   curl -u -ops:ops http://<Interaction Recording Web Services Server>:<Interaction Recording Web Services port>/api/v2/ops/contact-centers; echo

   Interaction Recording Web Services returns the following output:

   {"statusCode":0,"uris":["http://<Interaction Recording Web Services Server>:<Interaction Recording Web Services port>/api/v2/ops/
   contact-centers/<contact center ID (in hex format)>"]}

Important
Use the <contact center ID (in hex format)> in all subsequent commands.
2. Using a text editor, create a new file called create_table, with the following content:

   {
   "operationName":"createCRCF"
   }

3. Execute the following command:

   curl -u ops:ops -X POST -d @create_table http:// <Interaction Recording Web Services Server>:<Interaction Recording Web Services Port>/api/v2/ops/
   contact-centers/<contact center ID (in hex format)>/screen-recordings
    --header "Content-Type: application/json"; echo

4. Enable storage for a single or multiple locations:
   • For a single location:
     1. Using a text editor, create the create_single_location file:

        {
            "name":"storage",
            "location": "/",
            "value":[
                {
                    "storageType": "webDAV",
                    "active": true,
                    "credential": 
                    {
                        "userName": "<webdav user>",
                        "password": "<webdav password>",
                        "storagePath": "<webdav uri>"
                    }
                }
            ]
        }

        Important

        Replace <webdav user>, <webdav password>, <webdav uri> with the appropriate values.
     2. Execute the following command:

        curl -u ops:ops -X POST -d @create_single_location http:// <Interaction Recording Web Services Server>:8080/api/v2/ops
        /contact-centers/<contact center ID (in hex format)>/settings/screen-recording 
        --header "Content-Type: application/json"; echo

   • For multiple locations:
     1. Using a text editor, create the create_first_location file:

        {
            "name":"storage",
            "location": "<node_location>",
            "value":[
                {
                    "storageType": "webDAV",
                    "active": true,
                    "credential": 
                    {
                        "userName": "<webdav user>",
                        "password": "<webdav password>",
                        "storagePath": "<webdav uri>"
                    }
                }
            ]
        }

     2. Execute the following command:

        curl -u ops:ops -X POST -d @create_first_location http://<Interaction Recording Web Services Server>:8080/api/v2/ops
        /contact-centers/<contact center ID (in hex format)>/settings/screen-recording
         --header "Content-Type: application/json"; echo

        Important

        Replace <node_location>, <webdav user>, <webdav password>, <webdav uri> with the appropriate values. The values for the <node_location> are similar to the nodePath settings in the application.yaml file, but allow a hierarchical representation. For example, an Interaction Recording Web Services node uses a storage setting with a location of "/US" in the nodePath set to "/US/AK" or "/US/HI".
     3. Repeat steps a and b for each location required.

End

For more information on the properties of this settings group, see Web Services Settings Groups.

Configuring the API Thread Pool

Interaction Recording Web Services provides properties for the Screen Recording API thread pool via archaius.

The following table describes the parameters required to set the API thread pool.

Property/API Name	Thread Pool Name	Description
hystrix.command.[API Name]. execution.isolation.thread. timeoutInMilliseconds	N/A	The hystrix timeout. The default value is set to 6000.
hystrix.threadpool.[API Pool Name] .coreSize	N/A	The thread pool size. The default value is set to 10.
RecordingOperationApiTaskV2	ApiOperationPool	The call or screen recording operation.
CreateScreenRecordingApiTaskV2	ApiUploadPool	Create screen recording
DeleteScreenRecordingMediaApiTaskV2	ApiDeletePool	Delete screen recording
GetScreenRecordingApiTaskV2	ApiGetPool	Get screen recording meta data
GetScreenRecordingMediaApiTaskV2	ApiStreamPool	Stream screen recording media
QueryScreenRecordingApiTaskV2	ApiQueryPool	Query screen recording meta data

For more information about the Call Recording API, see the Genesys Interaction Recording API Reference.

Next Step

• Configuring Security