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Deploying Genesys Voice Platform for GIR

Genesys Voice Platform (GVP) provides the media services, including IVR, that GIR needs to record contact center interactions.

Installing GVP

Install and configure the GVP solution as described in the GVP 8.5 Deployment Guide. You can learn more about GVP here.

Configuring GVP

GVP uses four components and functions that require additional configuration to enable recording for GIR:

Resource Manager

  1. In the GVP Resource Manager application, configure the following parameters:
    Section Name Parameter Name Value
    rm conference-sip-error-respcode Set to 503.
    resource-unavailable-respcode Set to 603
    monitor sip.proxy.releaseconfonfailure Set to false.
  2. For each GVP shared tenant, a separate tenant is required by Resource Manager. Create a gateway resource for each tenant RM tenant using the SIP Server source address.

IVR Profile

Important
By default the profile named record is used for recording purposes. For IVR recording, the recording parameters associated with the record profile are combined with the existing IVR profile that is used for the IVR functionality. For additional information, refer to IVR Recording.
  1. In Genesys Administrator Extension, navigate to Configuration > Voice Platform, select Voice Platform Profiles, and click New.
  2. On the General tab, enter the following parameters:
    • Name (Genesys recommends naming it record)
    • Display Name
    • Description
  3. On the Options tab,
    • Configure for basic authorization:
      • In the [gvp.service-parameters] section, set the recordingclient.callrec_authorization parameter to fixed,rp_username:rp_password.
      Important
      The rp_username:rp_password value must be the same username and password that are configured for authorization in the Recording Processor Script. For more information, see Configuring Basic Authorization for the Recording Processor Script.
    • Configure the following in the [gvp.service-parameters] section to set the bitrate and to determine if MP3 recording is mono or stereo:
      For 8 kbit/s mono:
      Set the recordingclient.gvp.config.mpc.mp3.bitrate parameter to fixed,8.
      Set the recordingclient.channels parameter to fixed,1.
      For 16 kbit/s stereo:
      Set the recordingclient.gvp.config.mpc.mp3.bitrate parameter to fixed,16.
      Set the recordingclient.channels parameter to fixed,2.
      For 32 kbit/s stereo:
      Set the recordingclient.gvp.config.mpc.mp3.bitrate parameter to fixed,32.
      Set the recordingclient.channels parameter to fixed,2.
  4. On the Recording tab, add the Recording Certificates, and set the parameters. [+] Show the table describing the parameters.

Using multiple locations

A Recording IVR profile enables you to set up a separate voice recording storage location, per data center location, based on the SIP Server geo-location. To use this functionality, create a separate IVR Profile for each geo-location, as follows:

  1. Set the following parameters in the [gvp.general] section:
    • service-type=record
    • geo-location (that is, the geo-location that identifies SIP Server location).
  2. For each new IVR Profile configure separate Recording Destinations:
    • Storage Destination: Set to the recording storage location for the corresponding data center.
    • Recording Processor URI: Set to the Recording Processor address for the corresponding data center.
    • SpeechMiner Interaction Receiver: Set to the SpeechMiner Interaction Receiver in the primary data center.

For additional information about multiple data center locations, refer to the Multiple data center locations page.

Logical Resource Group

A single Media Control Platform (MCP) pool can be used to provide all types of media services including call recording. A dedicated Logical Resource Group can also be used for call recording.

  1. Modify a Logical Resource Group to include call recording:
    • Set the service-types option to voicexml;conference;announcement;cpd;media;recordingclient.
  2. Create a new Logical Resource Group. In the [gvp.lrg] section, set the following parameters:
    Parameter Name Value
    service-types recordingclient
    load-balance-scheme round-robin
    monitor-method option
    port-usage-type in-and-out
    resource-confmaxsize -1
Important
If using a dedicated Logical Resource Group, ensure that the recordingclient value is removed from the MCP pool's service-types parameter. For example, set the service type to voicexml;conference;announcement;cpd;media.

Media Control Platform

  1. Ensure that the Media Control Platform (MCP) instances are included on the Connections tab of the Resource Manager Application object.
  2. In the [mpc] section, set the default_audio_format parameter to ULAW, or ALAW, depending on the G711 settings.
  3. In the [mpc] section, set the mediamgr.recordwritetimeinterval parameter to 10000 (10 seconds). The default value is 1000 milliseconds(1 second).
  4. In the [mpc] section, set the recordpostretrybackoff parameter based on the time required to initialize the Recording Processor Script (RPS), which depends on the number of agents in the deployment, and how long it takes to retrieve agent information from the configuration environment through the Configuration Server. The initialization time can be determined by examining the RPS log and looking for an entry containing “INFO Recording processor is listening on” which indicates that the RPS is fully initialized. Genesys recommends that the value be set to approximately half the time required for this initialization to complete. For example, if it takes 200 seconds for RPS initialization to complete, recordpostretrybackoff should be set to 100 seconds. Note that this parameter is specified in milliseconds.
Important
  • When assigning the MCP(s) for handling call recording, the IP address and Port must match the details of the MCP. Set the max ports option to double the number of calls that you want to handle with the MCP. One port is used per stream in the call, one for the customer leg and one for the caller leg. If max ports is set to 1000, the MCP can handle 500 calls.
  • If screen recording is used, make sure the clock is synchronized to the same time as the agent desktop machines where the Screen Recording Service is installed.
  • The [mpc].recordnumparallelpost parameter is set to 30 by default and it does not need to be changed during normal operation. However, in a scenario where MCP is posting high number of files to Recording Processor Script (RPS) and WebDAV, it is recommended to set the value of this parameter based on the sizing calculation: value2/value1
    where:
    • value1: The number of concurrent uploads the WebDAV is able to handle
    • value2: The number of recordings that MCP will be posting to WebDAV

For more information about the GVP and Media Server options, see the Media Control Platform.

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This page was last modified on 25 June 2018, at 07:41.