Jump to: navigation, search

Recording certificate management

The Genesys recording solution requires proper management of public and private keys used to encrypt voice and screen recordings. The public key is stored in a certificate file and is used to encrypt a unique session key that is then used to encrypt each media file. The public key must be provisioned for voice recordings and for screen recordings. The private key is stored securely on a protected server and is used to help decrypt each media file (voice or screen) for playback.

This document describes the process for generating and installing the public and private keys.

Important
It is your responsibility to store your private keys and certificates, including the expired ones. Genesys will not be able to re-apply any of your keys or certificates in the event of a catastrophic Genesys site failure. In this case, you will need to re-apply any previously created keys. Therefore these keys must be kept somewhere safe and reliable for future use. Furthermore, if you will be taking advantage of the Recording Cloud Backup Service utility, then, in order to listen to those recordings once they have been moved to your own site, you will need to have the keys and certificates available. Please contact your Genesys Professional if you have any questions about this very important note

Certificate requirements

Before you can encrypt certificates for voice and screen recordings, you must generate the following keys and certificates:

  • A recording private key in .pem format.
    2048-bit RSA (or higher). Align encryption strength requirements with your IT Security.
  • Self-Signed Recording certificate (also known as public key) in .pem X.509 RSA format.
    The certificate validity period will determine when the next certificate should be generated for renewal.
    Note: It is the customer's responsibility to track this, install a new key and certificate prior to expiry and contact Genesys to help provision the new key and certificate before the expiration date.

DN fields (typical)

The system prompts for DN fields to be filled in. Fill in all the fields. See the table below for the details.

DN Field Description Example
Common Name (CN) The name of your recording solution. Genesys_Recording
Country (C) A two letter country code. US
State or Province (ST) The full state or province where your organization is legally located. California
Organization (O) The exact legal name of your organization. Do not abbreviate your organization name. Genesys
Organization Unit (OU) The organization department. Information_Technology
City or Locality (L) The city where your organization is located. Daly_City

Generating a self-signed certificate key pair using OpenSSL

Important
To generate a self-signed certificate key pair using OpenSSL you must have access to a Linux/Windows system with OpenSSL installed.

The following OpenSSL command to generate the certificate signing request and private key is an example:


openssl genrsa -out tenant.key 2048
openssl req -new -x509 -key tenant.key -out tenant.pem -days validity_period -subj "/CN=common_name/C=Country/ST=State/O=Organization"

Example:

openssl genrsa -out tenant.key 2048
openssl req -new -x509 -key tenant.key -out tenant.pem -days 3650 -subj "/CN=Genesys Recording/C=CA/ST=California/O=Genesys"


As a result of this command, the following two files are created:

  • tenant.key— the private key (PEM format) that is used to decrypt the recordings. It must be kept safe and should not be shared.
  • tenant.pem— a self-signed recording certificate and the public key.

Uploading/installing certificates to encrypt your voice recordings

Important
The following steps describe how to configure encryption for voice recordings and should be performed by an administrator at the customer's site
.

Upload recording certificates

  1. Verify that you have Administrator privileges.
  2. Important
    The Platform Administration section of the Genesys Portal is the tool that should be used to manage recording certificates (public keys), and private keys.
  3. Select Administration > Certificates.
  4. The Recording Certificates screen displays the list of defined Recording Certificates. To refresh the list at any time, click Gir refresh.png.

    Gir certlist.png

    Tip
    Click a recording certificate in the list to display its details.
  5. Click Upload.
  6. Voice upload2.png

  7. In the Upload Certificate panel, under Certificate File, click Choose File.
  8. Select the recording certificate file (PEM file).
    The Subject Name, Serial Number, Subject DN, and Issuer DN fields automatically populate.
  9. In the Key File section, click Choose File.
  10. Select the private key file.
  11. Voice upload.png

  12. If the private key file is encrypted, enter the Private Key Password.
  13. Click Save.
  14. After uploading the self-signed recording certificate you must contact your Genesys Professional and ask them to have the certificate assigned to your IVR profile. You will be asked for a copy of the Self-Signed Recording Certificate. You do not need to provide them your private key.
Important
  • If you upload and/or delete recording certificates in one Platform Administration session, these changes are not reflected in another Platform Administration session. You must log out and log in again to the second Platform Administration session.
  • In the Certificate Administration section, there is an option to Delete certificates. Do not delete any certificates without first discussing this with your Genesys Professional, since there may be adverse side-effects of doing this (for example, not being able to playback recordings). Even if a certificate is expired, it will need to remain in the system so that older recordings can be played back.

Provisioning certificates for screen recording

Perform the following steps to configure encryption for screen recordings, only after completing the Uploading/installing certificates to encrypt your voice recordings procedure. If you have not purchased screen recording services, you may skip this step.

Screen Recording Certificates list

The Screen Recording Certificates page enables you to manage the certificates for screen recording encryption.

  • Assign new certificates.
  • Remove certificates.

Screenrecording certificate.png

Assigning Screen Recording Certificates

To assign a new certificate:

  1. In the header, go to Administration > Screen Recording Certificates.
  2. On the Screen Recording Certificates panel, click Add.
  3. From the Select Certificate window, perform one of the following actions:
    • Select the check box next to the appropriate certificate, and click Add.
    • Click Cancel to discard any changes.
  4. Perform one of the following actions:
    • Click the Save button to accept the changes.
    • Click the Cancel button to discard the changes.

Removing Screen Recording Certificates

To remove a Recording Certificate, perform the following actions:

  1. In the header, go to Administration > Screen Recording Certificates.
  2. On the Screen Recording Certificates panel, select the check box next to the certificate that you want to remove.
  3. Click Remove.
  4. Perform one of the following actions:
    • Click the Save button to accept the changes.
    • Click the Cancel button to discard the changes.
Important
  • If you remove a certificate from the Screen Recording Certificates, you will turn off encryption, and screen recordings will no longer be encrypted. Do not remove any certificates without first discussing this with your Genesys Professional.
  • The modifications to encryption settings described in this document only affect future recordings and do not change the encrypted status of old recordings.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 10 August 2017, at 06:39.