Active Call Recording

Active call recording is comprised of the following:

• Session Recording Server (SRS)—The recording server function is a logical function that acts as the collector of the recorded media. The recording server is also a SIP User Agent that negotiates the parameters for the recorded media, and typically uses CTI to receive call metadata as well as run-time controls. The recording server function also provides the capability to search and retrieve recorded media, and may provide real-time analysis of the media. The term server does not necessarily mean the recording server only functions as a server; from Genesys point of view, the recording server is also a T-Lib client.

• Session Recording Client (SRC)—The recording client function is a SIP User Agent that acts as the source of the recorded media. This is a logical function that may span across multiple components, specifically; the combination of SIP Server and Media Server is the recording client function in Genesys environment. In some environments, the recording client function may be the combination of the PBX and the handset.

• Communication Session (CS)—The session created between the endpoints, such as a conversation between the customer and the agent. The communication session, sometimes also called the Recorded Session, may be on any transport, but in case for Genesys, SIP Server is managing the Communication session and hence the transport is SIP.

• Recording Session (RS)—A session created for the purpose of recording a Communication session. The Recording Session is SIP. Multiple recording sessions can be applied to a single communication session.

The following diagram illustrates the relationship between the SRC and the SRS:

file:Activerecording.png

Genesys provides an Active Recording system by enabling call recording for third-party vendors acting as the SRS. Genesys Interaction Recording extends the Active Recording Ecosystem to directly store and manage call recording files, as well as to provide a suite of functionality to access the call recordings. This diagram shows the relationship of the applications related to call recording:

file:Activercording3.png