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Genesys Call Recording Support

The Call Recording feature enables agents to record calls. The Adapter supports the MSML-based mechanism, Dynamic mode. Agents can start, stop, pause, and resume a call recording.

The following new Device Commands are introduced:

  • CallRecordingStart
  • CallRecordingStop
  • CallRecordingPause
  • CallRecordingResume


The following new Device Events are introduced:

  • EventCallRecordingOn
  • EventCallRecordingOff
  • EventCallRecordingPaused

Prerequisites

The MSML-based Call Recording solution must be configured in a Genesys environment. It includes SIP Server, GVP Resource Manager, and GVP Media Control Platform. See the SIP Server Deployment Guide for configuration details.

The Gplus Adapter for Siebel CRM Basic Voice feature must be deployed and configured according to the Gplus Adapter 8.0 for Siebel CRM Deployment Guide, Chapter 6, Deploying the Voice Component.

Chapter 6. Deploying the Voice Component

These sections provide additional device commands and events needed to support call recording and that supplements the tables in Chapter 6.

The Detailed Descriptions of the Device Commands

The Call Recording Device Commands

This section provides detailed descriptions of the Call Recording feature device commands.

CallRecordingStart
Description Starts Call Recording
stringParam Not used
datasetParam TrackingID Optional The work item TrackingID. If not defined, the internally maintained TrackingID is used.
record Optional Specifies where to store recording files. Valid values: source (default) and destination.
  • source —The recording is initiated on the DN that sent the call to the Routing Point (customer) and continues as long as the customer remains on the call.
  • destination —The recording is initiated on the routing destination DN (agent) and continues as long as the agent remains on the call.
CallRecordingStop
Description Stops Call Recording
stringParam Not used
datasetParam TrackingID Optional The work item TrackingID. If not defined, the internally maintained TrackingID is used.
CallRecordingPause
Description Pauses Call Recording
stringParam Not used
datasetParam TrackingID Optional The work item TrackingID. If not defined, the internally maintained TrackingID is used.
CallRecordingResume
Description Resumes Call Recording
stringParam Not used
datasetParam TrackingID Optional The work item TrackingID. If not defined, the internally maintained TrackingID is used.

The Voice Component Device Events

The Call Recording Device Events

This section provides the detailed descriptions of the device events for the Call Recording feature. See table below.

EventCallRecordingOn
Siebel CRM DeviceEvent Name EventCallRecordingOn
Desktop Action Displays a notification on the toolbar.
TEvent Name EventAttachedDataChanged
Description Indicates that Call Recording is on (that is, in progress). Generated either when the recording is started or resumed.
TrackingID TrackingID of the work item.
Attributes See the Gplus Adapter 8.0 for Siebel CRM Deployment Guide, Table 26, “The Parameters Used with the Device Events of the Voice Component,” on page 308.
EventCallRecordingOff
Siebel CRM DeviceEvent Name EventCallRecordingOff
Desktop Action Displays a notification on the toolbar.
TEvent Name EventAttachedDataChanged
Description Indicates that Call Recording is off.
TrackingID TrackingID of the work item.
Attributes See the Gplus Adapter 8.0 for Siebel CRM Deployment Guide, Table 26, “The Parameters Used with the Device Events of the Voice Component,” on page 308.
EventCallRecordingPaused
Siebel CRM DeviceEvent Name EventCallRecordingPaused
Desktop Action Displays a notification on the toolbar.
TEvent Name EventAttachedDataChanged
Description Indicates that Call Recording is paused.
TrackingID TrackingID of the work item.
Attributes See the Gplus Adapter 8.0 for Siebel CRM Deployment Guide, Table 26, “The Parameters Used with the Device Events of the Voice Component,” on page 308.

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This page was last modified on December 15, 2016, at 18:45.