EX Engage Connector Recording Provider (EXRP)

EX Engage Connector enables Genesys Cloud (GC) recording management, Quality Monitoring (QM) services, and Speech and Text Analytics (STA) functionality for interactions happening in the Engage Contact Centers. Recording injection and STA-enablement in EXEC is implemented by two components:

1. The EX Conversation Provider (EXCP) component gathers the recording and STA metadata for passing it to the EX Recording Provider (EXRP) when a voice interaction ends.
2. The EX Recording Provider (EXRP) component is responsible for the injection of recorded voice calls along with its metadata (from the Engage contact center into the GC EX Organization) using the public EX API as outlined in EX Recording Injection. The EXRP supports an N+1 redundancy model for enhanced reliability.

Customers with an existing recording solution

EXEC recording injection can be activated in the Engage Contact centers where active recording is used. An active recording solution includes the following components:

• Recording management: Engage GIR solution or a third-party recorder
• Media management: Media Control Platform (MCP)
  • If GIR is used, MCP records voice conversation and passes it to GIR for storing and processing.
  • When used with a third-party recorder, MCP forks the voice stream to the third-party recorder.
• Call recording control: SIP Server controls recording through start/stop/pause/resume commands to the MCP.

Important

Currently, EXEC Recording Injection is only supported for the deployments with third-party recorders. GIR-based deployments are not supported at this time.

Customers without a recording solution

For customers without a recording solution, EXEC can enable GC recording management and QM services if your Engage Contact Center uses SIP Server and GVP (Genesys Voice Platform).

• To inject recordings into GC using EXEC, you will need to:
  • Expand your MCP farm with additional recording MCPs.
  • Configure SIP Server-based active recording for your agents.

Important

Recording injection should also be configured and enabled to use STA functionality.

How recording injection works in EX Engage Connector

Recordings are processed as follows:

1. MCP records an audio file in the opus format covering one segment of a contact center voice call.
2. MCP stores the recorded file to the EXRP WebDAV Transient Recording Storage using a link configured in the recdest configuration option.
3. MCP posts the recording metadata to the EXCP via HTTP Load balancer which injects the interaction events into GC.
4. EXCP stores the received metadata to Redis.
5. EXCP detects the end of an interaction and calls the EXRP REST API via HTTP Load Balancer. This interaction-end API is called once for each recorded call segment providing GC-metadata (recording and STA metadata) and the name of the recorded audio file for this segment.
6. EXRP pulls the audio recording file from the WebDAV storage.
7. EXRP encrypts the recording using GC public key which it pulls periodically using GC EX Public API.
8. EXRP creates a ZIP archive, which contains one encrypted audio file and a JSON file with the corresponding GC-metadata.
9. EXRP obtains an S3-pre-signed URL to upload the created archive by calling GC public API.
10. EXRP uploads the ZIP archive to an S3 bucket using the pre-signed upload URL obtained on the previous step.