Genesys SDK
Procedure
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Choose General Setup > Integration Adapters > Settings.
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Click Create, then select Genesys SDK Adapter.
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Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated):
Field
Description
Adapter Name
Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.
Description
Optional: Type a description of the adapter.
Adapter Type
A read-only field that lists the adapter selected above.
Startup Type
Select a startup type: Automatic, Manual, or Disabled.
DataSource
T-Server Hostname
Type the name of the primary Genesys server (set to Verint by default).
T-Server Port
Specify the port on which the primary T-Server listens for connections from the clients. 9001 is the default.
Application Name
This value is used to identify the Recorder Integration Service in the Genesys logs. It should be a unique value that describes the recording system Process of capturing an employee-customer interaction for playback, screen and dialer-based interactions, and evaluation purposes./server. Verint Recording is the default.
Use Secondary Server for failover
Select this check box to use a failover server.
Secondary T-Server Hostname
Type the name of the secondary Genesys server (set to verint by default). This field is required if you select the Use Secondary Serverfor failover check box.
Secondary T-Server Port
Specify the port on which the secondary T-Server listens for connections from the clients. 9001 is the default. This field is required if you select the Use Secondary Server for failover check box.
Get RTP Information
Genesys will provide RTP information if it used with a Cisco switch or Genesys SIP server. To obtain this information you must select this check box. The option is not enabled by default. Only required for CTI Controlled recording.
RTP Password
If you have enabled Get RTP Information, type the password configured in Genesys.
Unique Global Call ID
Used to associate multiple calls together in a consult, conference, transfer or other multi-call scenario. Select one of the following:
NetworkCallID/NetworkNodeID
CallID
ConnID
Other
Note: Although NetworkCallID/NetworkNodeID is an option for this field, there is a known issue with Genesys SDK version 8.0 where this ID won’t work as the Unique Global Call ID.
Tagging Only
If this adapter is used in addition to any other call tracking adapters on the same data source and this adapter is expected to only Tag CTI data for the calls that are tracked by another adapter.
Process Agent Event
This option will enable the Genesys adapter to process agent state changes, specifically Agent Login and Logout.
Event Based After Call Work
This option will enable the Genesys adapter to stop screen recording based on after call work events, specifically Agent Ready and Logout. Off by default.
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Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system.
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Click Save. The adapter appears in the left-hand pane.
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Select the adapter in the left-hand pane and click the Start button to start the adapter.
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Under the Send Recording Indication to Genesys pane, enable the Recording Indication Feature (off by default) by configuring the following parameters.
Field
Description
Send Recording Indication to Genesys
Select this checkbox to enable the Genesys Recording Indication Feature.
The Genesys Recording Indication feature prompts the Recorder Integration Service to send a recording identifier back to Genesys for all recorded calls. The Genesys Servers exchange call context with all the KVPs for calls that span more than one Server. If the Genesys Recording Indication feature is enabled, it allows customers to keep recording calls that are transferred across separate PBXs.
This feature uses theAttachUserData requestofthe Genesys interface to provide the Genesys ConnectionID for the call that is updated, and also provides one or more of the following:
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KVP name of the recording status key field and its configured recording status value to update.
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KVP name of the primary recording INUM Internal name for a single recorded communication session between the customer and the contact center. This could include an audio recording, screen recording, or an email. and the INUM to update.
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KVP name of the Contact ID and the Contact ID to update.
This feature supports any recording environment with Genesys call tracking adapter or Genesys tag-only adapters.
Recording Status Key Name
Enter the Genesys KVP field name (for example Recorded) that contains the key of the recording status (compatibility with v10).
The Recording Status Key Name field is empty by default.
Recording Status Value
Enter the Genesys KVP field name (for example True) that will be tagged as a recording status (compatibility with v10).
The Recording Status Value Name field is empty by default.
Primary Recording INUM Key Name
Enter the Genesys KVP field name that will be updated with the primary recording INUM.
The default is VerintPrimaryRecordingInum.
Contact ID Key Name
Enter the Genesys KVP field name that will be updated with the contact The entire communication experience for a customer, from beginning to end. id of the primary recording INUM.
The default is VerintContactId.
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Default Tagging by the Tagging Only Adapter
Tagging Only adapters must be used in conjunction with another CTI adapter. All standard attributes come from the controlling CTI adapter, while those from the Tagging Only adapter are treated as custom data.
The Genesys SDK adapter only processes Agent states (Agent Login, Agent Logout, and so on) and custom attributes, while the other CTI adapter provides information to track calls, recording, and some level of tagging. If you want tagging for any additional attributes, use custom data to capture them as described in the Recorder Configuration and Administration Guide.