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How Recording Works


Overview

Generally, the basic call flow for agent recording is as follows:


  1. Call recording is initiated in one of the following ways:
    • Static configuration—Recording is enabled through static DN-level configuration of the agent (Extension DN or Agent Login).
    • Routing strategy—The routing strategy initiates recording through the TRouteCall request that it sends to SIP Server.
    • T-Library client—A T-Library client initiates recording through a TPrivateService request that it sends to SIP Server.
  2. Based on this trigger, SIP Server builds a request URI that includes key recording-related parameters. It then sends this request URI in an INVITE to Resource Manager.
  3. Resource Manager determines the right Media Control Platform (MCP) to provide the service, and then forwards the INVITE to the selected MCP, to set up the service.
  4. SIP Server sends additional Media Server Markup Language (MSML) instructions in SIP INFO messages, telling Media Server to start the recording.

For additional control over the established recording session, the T-Library TPrivateService request can be used to initiate new actions—for example, to pause or resume recording. SIP Server forwards the resulting MSML instructions in new INFO messages.

IVR recording is also supported when using VoiceXML recording control, or when using agent recording through the SIP Server.

IVR Recording

The GIR ecosystem can be used to record a GVP-based IVR application. There are two ways that a call within an IVR application may be recorded:

  • The entire IVR application can be recorded using the agent recording method through SIP Server DN configuration.
  • Part or all of the IVR application can be recorded based on VoiceXML application-level control. This provides the ability to pause and resume recording in order to mask sensitive information collected by or played by the IVR application.


For additional information, refer to IVR Recording .

Call Recording Interactions

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Screen Recording Interactions

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Supported Media File Formats

MSML-based call recording supports MP3 (8 kbit/s mono, 16 kbit/s stereo, or 32 kbit/s stereo) for playback, and WAV G.711 for SpeechMiner analytics purposes.

Important
In a Recording Only deployment the system must be configured to store the file in MP3 format. This is the default configuration for the IVR profile. When using Analytics deployments, the IVR profile must be updated to include an additional recording setting. For details, see Deploying Genesys Voice Platform for GIR.

Mid-Call Control of the Recording Session

Using TPrivateService requests, T-Library clients can control, in real-time, an ongoing recording session. The client can pause, resume, or stop the recording. SIP Server translates recording-related parameters from the request to INFO messages that it sends to Genesys Media Server.

Supported mid-call actions are as follows:

  • Stop the recording.
  • Pause the recording.
  • Resume a paused recording.

To control mid-call recording, the TPrivateService request uses the following parameters:

Attribute Value
PrivateMsgID Specifies the type of recording operation to be performed:
  • GSIP_RECORD_STOP (3014)—Stops the recording.
  • GSIP_RECORD_PAUSE (3015)—Pauses the recording.
  • GSIP_RECORD_RESUME (3016)—Resumes the recording.
ThisDN Specifies the DN on behalf of which the recording operation is requested. This DN must be registered by the T-Library client.
ConnectionID References the ID for the call that is currently being recorded.
Reasons Specifies any reasons. Processed the same as for all other T-Library requests.


Recording During Transfers and Conferences

SIP Server supports continuous recording for calls that are transferred or added to a conference. Once recording is initiated (through DN configuration, routing strategy, or by T-Library client), recording will continue for as long as one party that is set for recording remains in the call. Recording ends when no more recording-enabled parties are left.

Screen Recording

The screen recording feature for Genesys Interaction Recording allows agents to capture both voice and non-voice interactions that are currently being played on their computer monitors. The screen recording client interfaces with Interaction Recording Web Services (or Web Services if you're using version 8.5.210.02 or earlier). The latter provides the following tasks:

  • Authenticate and authorize screen recording clients
  • Register client connections and associate with agents
  • Coordinate recording controls
  • Receive screen recording files from clients
  • Store screen recording files to recording storage
  • Store screen recording metadata
  • Provide software updates to the clients

For more information, see Screen Recording Architecture.

Important
For blended agents that are configured to support the handling of both voice and non-voice interactions, GIR will perform screen recording of voice interactions only.

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This page was last modified on 26 April 2018, at 20:06.