Communication Recording Agent and Genesys Cloud
This topic provides general architecture details for the Communication Recording Agent Genesys Cloud integration. For system deployment details specific to a customer environment please refer to the customer’s Solution Design Document.
Integration Overview
This topic details the integration processes needed to provide active call recording for Genesys Cloud with Communication Recording Agent, to capture call audio and metadata for Genesys Cloud agents for inbound and outbound calls. Internal calls between agents (for example, consult calls) are not captured.
Note
If you are familiar with the Real-Time Guidance Agent integration with Genesys Cloud, Communication Recording Agent integrates in a similar way.
The Communication Recording Agent / Genesys Cloud integration makes use of AudioHook and the Genesys Notification Server to capture call audio chunks and metadata.
Genesys Cloud establishes a WebSocket connection using HTTPS GET (with an upgrade header and any additional information to authenticate the client). This initiates an open transaction, providing session information and negotiating the media format. Once the Audio Connector receives the open transaction, it responds with an "opened" message. Once the opened message is received, Genesys Cloud will start streaming audio chunks and may send event notifications.
Once the call has ended, audio chunks will stop sending and a close message will be sent to the Audio Connector, the Audio Connector responds with a "closed" message and call capture is concluded, a final WebSocket and TLS/TCP handshake takes place to terminate the connection.
Resiliency
The Genesys Cloud integration supports an Active/Active (N/N) resiliency model. Multiple Audio Connectors are automatically configured so that in the unlikely event that an Audio Connector goes down, the streams will continue to be captured by the remaining Audio Connectors. As calls are captured, which Audio Connector the calls are streamed to is determined by the Load Balancer. The Load Balancer ensures even resource usage across the Audio Connectors and ensures that if an Audio Connector is offline the calls will continue to be captured and streamed to the remaining Audio Connectors.
By default three Audio Connectors are available - the amount of Audio Connectors is a configurable option.
Genesys Cloud Multi-Tenancy
The Genesys Cloud integration supports Multi-Tenancy, where call audio and metadata can be captured from multiple instances of Genesys Cloud at the same time. This is achieved by configuring separate Audio Connectors with the relevant information for the Genesys Cloud instance in the matching regions, this is to avoid data being transferred out of the region.
At the time of writing, Audio Connectors can be configured in Asia Pacific (Dubai) Asia Pacific (Mumbai), Asia Pacific (Singapore), Asia Pacific (Tokyo), Australia (Sydney), Europe (Frankfurt), United Kingdom (London), and US East (Ohio).