The Genesys Interaction Recording solution uses geo-location to provide a multi-site deployment with the capability to select specific pools of Media Servers and recording servers that are located at specific sites.
Geo-location support provides a multi-site deployment with the capability to select specific pools of Media Servers and recording servers that are located specific sites. The main motivation for selecting specific Media Servers is either to minimize WAN traffic or to minimize the latency introduced to a conversation when call recording is enabled.
Customer and Agent Call Across the WAN with No Recording
In a typical scenario, the customer might be calling into a contact center site with a media gateway, and the agent is located in a different site as the agent.
Customer and Agent Call Across the WAN with Recording in Data Center
When the Media Control Platform (MCP) is located at the data center site, the deployment needs to double the WAN traffic because the media path needs to be bridged through the data center. This increased WAN traffic leads to increased latency of the media path by doubling the WAN path.
Customer and Agent Call Across the WAN with Recording with Geo-location at the Customer Site
To minimize latency, the geo-location feature has been introduced in SIP Server and Resource Manager. This feature allows MCPs to be deployed in a remote site that is close to one of the parties in the call. This diagram is a deployment that places MCP in Dallas as set in the geo-location=dallas parameter.
Geo-location for MCP is considered separately by the Resource Manager.