Genesys Active Recording System Setup
This section describes the steps required to configure the Genesys Active Recording Solution.
- Install and Configure SIP Server
- Install and Configure Media Control Platform and Resource Manager. See the Genesys Voice Platform Deployment Guide for the steps required.
- Install and Configure the Utopy components. See the Genesys Interaction Analytics/SpeechMiner documentation for the steps required.
- Configure Media Server
- Enable MSR on Media Server
Configuring the Active Recording Ecosystem
1. Configure the application level SIP Server. The following table describes the options to set:
|Section Name||Parameter Name||Description|
|TServer||msml-support||Set to true to enable support of the call recording solution.|
|TServer||resource-management-by-rm||Set to true to enable support of the call recording solution.
Resource monitoring and notification will be done by the Resource Manager. SIP Server will contact Media Server through Resource Manager.
|TServer||msml-record-support||Set to true to enable SIP Server to engage GVP as a Media Server through the msml protocol for call recording.|
|TServer||record-consult-calls||Specifies whether to record consult calls:
|TServer||Recording-filename||Set to $UUID$_$AGENTDN$_$ANI$_$DNIS$_$DATE$_$TIME$|
2. Configure the monitored DN to enforce recording without a request from the third party vendor. f(see next table
- Set the record parameter to true.
When set to true, call recording begins automatically when the call is established on the DN. Call recording stops when the DN leaves the call.
3. Configure the Trunk DN so that the third party recording vendor will not receive the number of the calling party in SIP signalling as a recorded DN.
- Set the record parameter to false.
1. Create a new MSML DN object and add the following parameters to the General tab:
- Number = The name of the MSML Server
- Type = Voice over IP Service
|Section Name||Parameter Name||Description|
|TServer||Contact||IP Address or FQDN? Set this to the Resource Manager IP address and port. Use the following format:|
sip: <Resource Manager_IP_address:Resource Manager_SIP_port>
|TServer||service-type||Set to msml. VOIP service needs to be created with “service-type = msml” for MSML service.|
|TServer||prefix||Set to msml=.|
|TServer||subcription-id||Set to the name of the tenant to which this SIP Server belongs, using the following syntax <TenantName>|
|TServer||refer-enabled||Set to false.|
|TServer||make-call-rfc3725-flow||Set to 1.|
|TServer||ring-tone-on-make-call||Set to false. If multiple Resource Managers are configured, then create multiple VoIP DNs of the service-type=msml. In this case, SIP Server will balance the load between the multiple Resource Managers.|
|TServer||sip-hold-rfc3264||Set to true.|
|TServer||oos-check||Set to 10.|
|TServer||oos-force||Set to 2.|
To start recording based on static DN-level settings, set the record parameter to true in any of the following:
- Extension or ACD Position DN for agent-side recording
- Agent Login for agent-side recording
- Trunk DN for customer-side recording
- Trunk Group DN to record GVP interaction
- Voice Treatment Port DN to record GVP interaction
For more information about call recording, see Recording Using the T-Library Interface
To enable selective recording, configure the following: In the routing strategy, configure the TRouteCall request to include the key record, with the values:
- destination for agent-side recording
- source for customer-side recording
- id—A string used to add an identifier to the recording session. Must be globally unique. If not configured, Media Server constructs a unique identifier itself.
- dest—A string used to override the default location of the third party recording server.
- params—A string used to add additional parameters that can be passed as generic key-value pairs. These parameters will appear in the recording session.
For more information, see Dynamic Call Recording.
1. In the TServer section of the Annex, set the geo-location parameter in any of the following objects:
- Inbound Trunk DN
- Routing Point DN
- Extension Attribute in TRouteCall
- Extension DN
- ACD Position DN
2. On the Options tab of the Resource Manager application, in the rm section, set the following option:
- reject-recording-request-on-geo-location-nomatch—When this parameter set to true (default value), Resource Manager rejects the recording request for non-matching geo-location while selecting LRGs for recording client MCP and recording server resources. If geo-location usage is not planned for recording, set this option to false.
- mpc.copyheaders—When this option contains the X-Genesys-geo-location value, the geo-location value is also taken into account when selecting third party recording server. If this option is set to an empty value, geo-location is ignored.
Or, modify an existing IVR Profile.
1. In Genesys Administrator, navigate to Environment > Tenants, select Environment, and go to the Options tab. Determine the default profile for the tenants (look under the section gvp.general, gvp.general/default-application. The value is set to the Default application).
2. Navigate to Voice platform > IVR profiles > Default application. On the Options tab, in the gvp.service-parameters, configure the following options:
- recordingclient.recmediactl = fixed,2. This value represents the number of invites. The number of invites varies for vendor:
- Nice = 1
- Zoom = 2
- Verint = 2
- Recordingclient.recdest = fixed,sip:[rm-ip]:[rm-port]
1. Using Genesys Administrator, import VP_CallRecordingServer_81x.apd template file, and the corresponding VP_CallRecordingServer_81x.xml metadata file. These files are located on the Media Server installation CD, in the Resource Manager installation package.
2. Create one or more new Application object(s) using the template imported in step 1.
3. Add or modify the following options in the gvp.rm section:
- aor=sip:<host|ip>:<port>—Host and port are the FQDN or ip-address and listening SIP port of the recording server.
- port-capacity—Set this option according to recording server capacity.
- redundancy-type = active
- recording-server = 1
4. Using Genesys Administrator, create a new Resource Group for Recording Servers.
- When prompted in the Wizard, set the Group Type to Recording Server.
- When prompted, select valid values for the following options:
- Monitoring Method—Set to SIP OPTIONS, or None.
- Load Balancing Scheme—Set to parallel forking, round-robin or least used.
- Geo-location (optional)
- Max Ports—Leave empty.
- When prompted, select the Recording Server Application that will be member of the Logical Resource Group (LRG), and configure:
- SIP Port
- SIPS Port (Optional)
- Max Ports
- Redundancy—Set to active.
1. Select the MCP Application that will be used as the recording client.
2. On the Options tab, in the vrmrecorder section, configure the following options:
- sip.routeset = sip:<[rm-ip or FQDN]:[rm-port];lr>, where [rm-ip or FQDN]:[rm-port] are the host and port of Resource Manager.
- sip.securerouteset = (optional)
4. On the Options tab, in the mpc section, configure following options:
- rtp.multichantimeout = 0—For recording vendors that do not support sending RTCP packets for recording RTP sessions. If this value is set to a non-zero value, the recording session will be split into multiple segments.