Specification and Requirements

This topic contains specifications and requirements to enable call recording for Genesys Cloud. Only specifications relevant to this Genesys integration are listed here.

Prerequisites

Prerequisites Customer Specific

The following Genesys Cloud requirements must be met in order to capture call audio and metadata.

At least one Genesys Cloud instance.
The Genesys Cloud instance is configured with Agents, Phone Numbers, Skills, Languages, Call Flows, and Queues. This topic does not detail how to add these to the system, for those details please refer to the Genesys documentation here.
Audio Monitoring is enabled either at Queue level or Architect Flow level - See the Genesys Cloud documentation for information on configuring Queues here and enabling the Audio Monitoring Action in Architect Flows here.

Prerequisites Uniphore Specific

This Integration Guidelines topic assumes that:

A Tenant has been configured for the customer in Uniphore's Cloud Admin portal.
Communication Recording Agent has been deployed for the customer in Uniphore's Cloud Admin portal.

Call Recording Capabilities

Call Metadata

Integration Dependent Features

Communication Recording Agent	Genesys Cloud
Recording
Supported Media	Voice
Mono/Stereo Recording	Stereo
Record Internal Calls	N
Record Encrypted Calls	N/A
Supported Codecs	PCMU
Single Call Through Hold *	N
Device Enablement *	Automatic (user list refreshes every 24 hours)
Silence Suppression *	N
Discard Call on Silence	N
Audio Connector
Recommended Resiliency Model	3N
Communication Recording Agent
Linked Calls	N
Blocklist	N
Screen Recording	N
Other Features
Requires CTI Feed to Record	N/A

* Just to clarify a few features:

Single Call Through Hold: When a call is put on hold the recording appears as a single recording or is split into multiple calls. If supported by the SRC, this will be supported by the integration, otherwise this is not supported.

Device Enablement: Indicates if new devices are automatically enabled or disabled for recording. Configurable – default is automatically enabled.

Silence Suppression: Recording of silence is suppressed. Only supported for the G.711 Codec. Not supported for SRTP.

Note

Features highlighted Y above are supported by Communication Recording Agent. Certain features may not be supported by the telephony platform. For example, a trunk gateway is unlikely to send internal calls to the Collector.

Firewall Port Considerations

Unlike other Communication Recording Agent integrations, the Audio Connector integration with Genesys Cloud does not require ports to be configured.

Tested Configuration

Integration testing of a basic interop between Genesys Cloud and Communication Recording Agent (Audio Connector) has been performed. There are no known compatibility limitations for this integration with other recording types.

In this section:

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