High Availability
Also known as HA. The use of Redundancy to enable contact centers to minimize interruptions that are due to hardware, software, or network connectivity issues.
Glossary
Genesys Interaction Recording Options Reference
Recording Processor
The following describes the options for the Recording Processor application.
[+] config_server Sectionapplication_name
Default Value: Empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the application name of the Recording Processor Script.
hostname
Default Value: <ip address>
Valid Values: Any string
Changes Take Effect: After restart
Specifies the IP address of the Configuration Server host.
port
Default Value: 2020
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the port of the Configuration Server host.
username
Default Value: default
Valid Values: Any string
Changes Take Effect: After restart
Specifies the username used to connect to the Configuration Server.
password
Default Value: password
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used to connect to the Configuration Server.
backup_host
Default Value: Empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the IP address of the backup Configuration Server.
backup_port
Default Value: Empty
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the port for the backup Configuration Server.
[+] processing Section
failed_folder_path
Default Value: Empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the folder to save failed recordings to.
mode
Default Value: active
Valid Values: active or backup
Changes Take Effect: After restart
Specifies the High Availability Mode of the Recording Processor instance.
post_uri
Default Value: http://10.10.15.50:8889/api/contact-centers/%s/recordings/
Valid Values: Any valid URL.
Changes Take Effect: After restart
Specifies the URL that is to be used by the backup node.
get_from_httc_before_posting
Default Value: 1
Valid Values: 0 (no) or 1 (yes)
Changes Take Effect: After restart
Specifies whether Recording Processor is to fetch from data from Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) before sending a POST.
acw_threshold_minutes
Default Value: 5
Valid Values: 0 or Any positive integer
Changes Take Effect: After restart
Specifies the maximum time, in minutes, that Recording Processor will wait in After Call Work (ACW) mode. If this time is exceeded, Recording Processor will skip collecting the ACW customized data from ICON. If set to 0, Recording Processor will not collect ACW customized data from ICON.
enable_acw
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies whether to enable After Call Work data. If set to 0, collecting ACW data is disabled.
backup_failed_metadata
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies whether to backup the messages that fail to POST correctly to Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) and SpeechMiner to the <recording processor dir>\failed folder.
[+] client Section
certs
Default Value: tests/cacerts.txt
Valid Values: Any valid file path
Changes Take Effect: After restart
Specifies the path to the Certificate Authority certificates used to validate the SSL connections to Workspace Web Edition and/or SpeechMiner.
http_timeout
Default Value: 20
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the http timeout duration, in seconds, for the Recording Processor when sending messages to Workspace Web Edition and/or SpeechMiner.
[+] wait_times Section
message_wait_seconds
Default Value: 20
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the internal delay, in seconds, to wait before checking message queue.
process_wait_seconds
Default Value: 10
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the internal delay, in seconds, to wait between message processing attempts.
[+] metadata Section
region
Default Value: region1
Valid Values: Any string
Changes Take Effect: After restart
Specifies the region for the metatdata.
call_end_threshold_minutes
Default Value: 30
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the length of time, in minutes, after a call ends before Recording Processor sends the call's metadata to SpeechMiner.
[+] rp_server Section
port
Default Value: 8889
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the port of the Reporting Server REST server.
addr
Default Value: 0.0.0.0
Valid Values: Any valid IP Address or 0.0.0.0
Changes Take Effect: After restart
Specifies the IP Address of the Reporting Server REST server.
ssl_certificate
Default Value: No default value
Valid Values: Any valid file path
Changes Take Effect: After restart
Specifies the path to the file that contains the ssl certificate required to support the HTTPS server.
ssl_private_key
Default Value: No default value
Valid Values: Any valid file path
Changes Take Effect: After restart
Specifies the path to the PEM file that contains the ssl private key required to support the HTTPS server.
[+] htcc Section
base_uri
Default Value: http://10.10.15.50/internal-api/contact-centers/%s/recordings
Valid Values: Any valid URL
Changes Take Effect: After restart
Specifies the Base URI for accessing the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) API.
get_uri
Default Value: http://10.10.15.50/api/v2/ops/contact-centers/%s/recordings
Valid Values: Any valid URL
Changes Take Effect: After restart
Specifies the URL used to retrieve metadata from Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier).
username
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the username used to access the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) operating account.
password
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used to access the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) operating account.
csrfp
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies whether to enable the Cross Site Request Forgery (CSRF) protection mode. This option must be enabled if Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) has CSRF enabled.
[+] speechminer Section
post_uri
Default Value: http://10.10.15.50/internal-api/contact-centers/%s/recordings
Valid Values: Any valid URL
Changes Take Effect: After restart
Specifies the URL used to send metadata to SpeechMiner.
username
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the username used to access the SpeechMiner operating account.
password
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used to access the SpeechMiner operating account.
[+] persistence Section
table_name
Default Value:
Valid Values: Any string
Changes Take Effect: After restart
Specifies the table name that the Recording Processor uses to store data.
db_filename
Default Value:
Valid Values: Any valid file path
Changes Take Effect: After restart
Specifies the filename (full path or relative path) used for the sqlite3 database file.
[+] logfile Section
max_log_file_size_mb
Default Value: 21
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the maximum size, in MB, of the Recording Processor log file.
logfile_path
Default Value: No default value
Valid Values: Any valid file path
Changes Take Effect: After restart
Specifies the filename (full path or relative path) of the Recording Processor log file.
level
Default Value: INFO
Valid Values: DEBUG, INFO, WARNING, ERROR or CRITICAL
Changes Take Effect: After restart
Specifies the level or severity of the events to track in the log file. For more information about these logging levels, see the Python documentation.
Recording Crypto Server
Application Level Options
The following describes the options for the Recording Crypto Server application.
[+] general Sectionarchive.enabled
Default Value:false
Valid Values: true, false
Changes Take Effect: After restart
Specifies whether to enable archiving for recordings.
[+] htcc Section
baseurl
Default Value: https://htcchost:8080/cloud-web
Valid Values: Any URL path
Changes Take Effect: After restart
Specifies the base URL for the connection to Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier). This parameter is dependent on the Interaction Recording Web Services (Web Services) server protocol (http, or https), port, and URL suffix.
domain
Default Value: htcc
Valid Values: Any string
Changes Take Effect: After restart
Specifies the domain of the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) contact center. This is the domain ID set for the contact center within Interaction Recording Web Services (Web Services).
user
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the name of the user for the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) connection.
password
Default Value: opspassword
Valid Values: Any positive integer
Changes Take Effect: After restart
Specifies the maximum number of HTTP connections between Recording Crypto Server and Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) for screen recording playback.
max-sr-playback-connections
Default Value: 50
Valid Values: Any string
Changes Take Effect: After restart
[+] cors Section
allowed-origins
Default Value: empty
Valid Values: Any comma separated list
Changes Take Effect: After restart
Specifies the allowed origins list that is attached in the HTTP response Access-Control-Allow-Origins header, sent to a cross-origin request.
allowed-headers
Default Value: X-Requested-With,Content-Type,Accept,Origin,Cookie,authorization,ssid,surl,ContactCenterId,X-CSRF-TOKEN,Range
Valid Values: Any comma separated list
Changes Take Effect: After restart
Specifies the allowed headers list that is attached in the HTTP response Access-Control-Allow-Headers header, sent to a cross-origin request.
allowed-methods
Default Value: GET,POST,PUT,DELETE,OPTIONS
Valid Values: Any comma separated list
Changes Take Effect: After restart
Specifies the allowed methods list that is attached in the HTTP response Access-Control-Allow-Methods header, sent to a cross-origin request.
allow-credentials
Default Value: true
Valid Values: true, false
Changes Take Effect: After restart
Specifies the value sent in Access-Control-Allow-Credentials header of the HTTP response to cross-origin request.
[+] keystore Section
max-read-attempts
Default Value: 5
Valid Values: -1 or a positive integer. When using -1, RCS will retry endlessly.
Changes Take Effect: After restart
Specifies the maximum number of attempts to read keystore during start-up.
read-interval
Default Value: 1
Valid Values: Minimum value of 1 and a Maximum value of 30.
Changes Take Effect: After restart
Specifies time interval in seconds between the keystore read attempts.
Tenant Level Options
The following describes the options for the Tenant.
[+] recording.archive Sectioninterval
Default Value: 1
Valid Values: 0 to 30
Changes Take Effect: After restart
Specifies how often, in days, the archiving process runs. If set to 0, archiving is disabled for the tenant.
retentiontime
Default Value: 60
Valid Values: Between 1 and 5*365 (5 years)
Changes Take Effect: After restart
Specifies the how long, in days, to keep the recordings before archiving them.
outputfolder
Default Value: archive
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the destination folder where the archived recordings are stored.
speechminerurl
Default Value: https://<host or ip address of the SpeechMiner host>/speechminer
Valid Values: Any valid URL
Changes Take Effect: After restart
Specifies the SpeechMiner database destination where the recording metadata is stored.
user
Default Value: archiveuser
Valid Values: Any string
Changes Take Effect: After restart
Specifies the SpeechMiner username that is required for authentication.
password
Default Value: changeit
Valid Values: Any string
Changes Take Effect: After restart
Specifies the SpeechMiner password that is required for authentication.
[+] recordingkey Section
password
Default Value:genesys
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used for each private key that is added to the keystore.
Plug-in for Genesys Administrator Extension
The following describes the option for the Plug-in for Genesys Administrator Extension.
Tenant Level Options
[+] recording Sectionrcsurl
Default Value: https://rcshost:8080
Valid Values: Any URL
Changes Take Effect: After restart
Specifies the URL to the Recording Crypto Server.
Recording Muxer
The following describes the options for the Recording Muxer.
base_uri
Default Value:empty
Valid Values: Any URL
Changes Take Effect: After restart
Specifies the host and port of the Interaction Recording Web Services server (or Web Services server if you're using version 8.5.210.02 or earlier) (for example, https://<web services host>:<web services port>/).
contact_center_id
Default Value: empty
Valid Values:
Changes Take Effect: After restart
Specifies the unique identifier of the contact center.
username
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the username used to access the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) operating account.
password
Default Value: ops
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used to access the Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) operating account.
[+] rcs Section
base_uri
Default Value: empty
Valid Values: Any URL
Changes Take Effect: After restart
Specifies the host and port of the Recording Crytpo Server (for example, https://<Recording Crypto Server host>:<Recording Crypto Server port>/).
username
Default Value: empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the username used to access the Recording Crypto Server account belonging to the contact center specified by the contact_center_id option in the htcc section.
password
Default Value: empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used to access the Recording Crypto Server account belonging to the contact center specified by the contact_center_id option in the htcc section.
[+] processing Section
batch_read_screen_recording_metadata
Default Value: 1
Valid Values: Bulk API = 1 / GWS request = <>1
Changes Take Effect: After restart
Determines how screen recording metadata is received. The new algorithm reads multiple screen recordings metadata in one request. The previous algorithm reads one request at a time.
muxer_type
Default Value: empty
Valid Values: primary, backup
Changes Take Effect: After restart
Determines the primary Muxer instance or backup Muxer instance. If you select not to use Sharding, the system ignores this value.
muxer_id
Default Value: -1
Valid Values: A non negative integer starting with 0 (every Muxer ID is incremented by 1)
Changes Take Effect: After restart
A unique Muxer ID. If you select not to use Sharding, the value should be empty or -1.
total_muxers
Default Value: empty
Valid Values: max(muxer_id) + 1
Changes Take Effect: After restart
The total number of Muxer instances deployed (excluding the backup). If muxer_id is less than 0, the system ignores this value.
window_past
Default Value: 60
Valid Values: Any integer
Changes Take Effect: After restart
Specifies how many minutes into the past to search for those call recordings that are to be combined with the screen recordings.
window_past_older_than
Default Value: empty
Valid Values: Any integer
Changes Take Effect: After restart
Specifies how many minutes into the past to search for those call recordings that are to be combined with the screen recordings. The age of the call recording is determined by the current time and the endTime metadata. If left empty, the window_past parameter is used to search for call recordings. If not empty, then both the window_past and the window_past_older_than parameters are used to search for call recordings.
min_poll_interval
Default Value:5
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the duration, in seconds, for the Muxer to poll Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier) for the new recordings to be multiplexed.
ffmpeg
Default Value: ffmpeg
Valid Values: Any valid relative or absolute file path
Changes Take Effect: After restart
Specifies the path to the ffmpeg executable file. If ffmpeg is specified in the file path, ffmpeg is sufficient to run the command.
ffprobe
Default Value: ffprobe
Valid Values: Any valid relative or absolute file path
Changes Take Effect: After restart
Specifies the path to the ffprobe executable file. If ffprobe is specified in the file path, ffprobe is sufficient to run the command.
openssl
Default Value: openssl
Valid Values: Any valid relative or absolute file path
Changes Take Effect: After restart
Specifies the path to the openssl executable file. If openssl is specified in the file path, openssl is sufficient to run the command.
encrypt_always
Default Value:0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies whether to force the combined call and screen recordings to be uploaded as encrypted even if the source screen recording is not encrypted. Set to 0 if the screen recording is encrypted. Set to 1 if the screen recording was not encrypted.
temp_dir
Default Value: empty
Valid Values: Any valid path
Changes Take Effect: After restart
Specifies the absolute path to the directory for storing the temporary files.
save_temp_file
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: After restart
Specifies whether to delete the temporary files when the processing is complete. If set to 0, the temporary files are deleted when no longer needed. If set to 1, the temporary files are not deleted.
[+] webDav Section
username
Default Value: empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the username used to allow read and write access to the WebDAV storage server.
password
Default Value: empty
Valid Values: Any string
Changes Take Effect: After restart
Specifies the password used to allow read and write access to the WebDAV storage server..
[+] advanced Section
worker_threads
Default Value: 8
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the number of parallel processing threads to allow multiple call recordings and screen recording pairs to be combined in parallel.
pagination
Default Value: 100
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the number of records that are returned per page.
query_slice_size
Default Value: 100
Valid Values: < 0
Changes Take Effect: After restart
Defines the maximum number of call recording records whose screen recordings should be queried.
call_recording_extra_query_string
Default Value: empty
Valid Values: callerPhoneNumber, dialedPhoneNumber, userName, userData
Changes Take Effect: After restart
Specifies what the Recording Muxer script is to query for with the Interaction Recording Web Services API (or Web Services API if you're using version 8.5.210.02 or earlier) along with startTime and/or endTime that are determined by "window_past" and/or "window_past_older_than" configurations. When non-empty (for example, userData=SRSScreenRecordingStateStarted&userName=some_user), the Recording Muxer script is run against all the records found with the GET <HTCC URL>/api/v2/ops/contact-centers/%s/recordings?startTime=%s&endTime=%s&<call_recording_extra_query_string> query. If the result returns the nextUri attribute, the link will be followed with the records to run against. Once the records are traversed and processed, the Recording Muxer script will exit. If left empty, its value will be defaulted internally to "userData=SRSScreenRecordingStateStarted" if HTCC version >= 8.5.201.14, otherwise, "" (empty string).
call_recording_query_string
Default Value: empty
Valid Values: callerPhoneNumber, dialedPhoneNumber, startTime, endTime, userName, userData
Changes Take Effect: After restart
Specifies what the Recording Muxer script is to query for with the Interaction Recording Web Services API (or Web Services API if you're using version 8.5.210.02 or earlier). When non-empty (for example, startTime=0&endTime=1000), the Recording Muxer script is run against all the records found with the GET <HTCC URL>/api/v2/ops/contact-centers/%s/recordings?<call_recording_query_string> query. If the result returns the nextUri attribute, the link will be followed with the records to run against. Once the records are traversed and processed, the Recording Muxer script will exit. If left empty, the Recording Muxer periodically issues a query with the parameters generated internally to look at last N hours of records, combines the records, and never exits.
max_overlap_allowed
Default Value: 1000
Valid Values: Any integer
Changes Take Effect: After restart
Specifies how much overlap time, in milliseconds, needs to occur before deciding to truncate the overlapping duration. When the muxed file's startTime and stopTime overlaps with the newly uploaded recording the muxed file's audio or video needs to be truncated to discard the previously silence/black filled duration. If left empty, the value defaults to 0, and any overlap will trigger truncation.
video_padding_slice_length_ms
Default Value: 5000
Valid Values:Any integer
Changes Take Effect: After restart
Specifies the duration, in milliseconds, of the prepended padded video slice. Set this parameter if the video starts later than the audio.
[+] logfile Section
max_log_file_size_mb
Default Value: 21
Valid Values: Any integer
Changes Take Effect: After restart
Specifies the maximum size, in megabytes, of the Recording Muxer log file before starting a new log file. If set to 0, the Recording Muxer log file will not roll over.
logfile_path
Default Value: empty
Valid Values: Any valid path
Changes Take Effect: After restart
Specifies the path to the log file. If left empty, the working directory is used.
level
Default Value: INFO
Valid Values: DEBUG, INFO, WARNING, ERROR or CRITICAL
Changes Take Effect: After restart
Specifies the level or severity of the events to track in the log file.