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NICE Interaction Management 4.

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Switch-Side Preparation - Genesys SIP Server Using Active Recording
385A1047-20 Rev. A0 January 2012

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright © 2012 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
RE41,292 5,903,269 6,192,346 6,330,025 6,785,370 6,965,886 7,203,655 7,392,160 7,577,246 7,665,114 7,728,870 7,822,605 8,078,463 5,274,738 5,911,134 6,222,542 6,542,602 6,856,343 6,970,829 7,240,328 7,436,887 7,581,001 7,683,929 7,738,459 7,848,947 5,325,292 5,937,029 6,246,752 6,615,193 6,865,604 7,010,106 7,305,082 7,474,633 7,587,454 7,705,880 7,751,590 7,933,407 5,339,203 6,040,832 6,249,570 6,694,374 6,871,229 7,010,109 7,333,445 7,532,744 7,599,475 7,714,878 7,761,544 7,953,219 5,396,371 6,044,355 6,252,946 6,728,345 6,880,004 7,058,589 7,346,186 7,545,803 7,631,046 7,716,048 7,770,221 8,005,675 5,446,603 6,115,746 6,252,947 6,775,372 6,937,706 7,085,728 7,383,199 7,546,173 7,660,297 7,720,706 7,788,095 8,050,955 5,457,782 6,122,665 6,311,194 6,785,369 6,959,079 7,152,018 7,386,105 7,573,421 7,664,794 7,725,318 7,801,288 8,060,364

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385A1047-20 Rev. A0

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Revision History Revision A0 Modification Date January 2012 Description • • Set up a new book Added content for NICE system integration with Genesys SIP server using active recording .

. . . . . . . . . . . . . . . . . . . . . . .35 A Genesys Switch Configuration 36 Genesys Configuration Management Information . . . . . . . . . . . . . . . . .32 Checking the Licenses using Genesys Configuration Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Verifying the SIP Environment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1 Switch-Side Preparation . .Genesys SIP Server Using Active Recording (Rev A0) 6 . . . . . . . . . . . . . . . . . . . . . . . . . 9 Creating an Application Template . . . . . . . . . . . . . . . . . . . . . . . . . . .25 Verifying the Genesys T-Server Configuration . .32 Checking the Licenses using FlexLM License Manager . . . .17 Configuring a Resource Using the Resource Group Wizard . . . . . . . . . . .Contents 1 Genesys Switch Configuration 7 Active Voice Recording Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32 Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . .37 NICE Interaction Management Release 4.12 Creating and Configuring a Recording Application . . . . . . . . . . . . . . . . . . . . . . . . .

............ 12 Creating and Configuring a Recording Application ..............................................................................................17 Configuring a Resource Using the Resource Group Wizard................................. The actual switch configuration is performed by the Genesys site engineer only................. Contents Active Voice Recording Overview............................................ 9 Creating an Application Template..... 8 Verifying the SIP Environment Options.......................Genesys SIP Server Using Active Recording (Rev A0) 7 ....................... 25 Verifying the Genesys T-Server Configuration ................1 Genesys Switch Configuration IMPORTANT This chapter provides information for NICE Interaction Management site engineers..............................................................................................1 Switch-Side Preparation .................... 32 NICE Interaction Management Release 4............

Chapter 1: Genesys Switch Configuration Active Voice Recording Overview Active Voice Recording Overview To implement the active voice recording solution.1 Switch-Side Preparation . including accessing the Genesys Administrator screen.Genesys SIP Server Using Active Recording (Rev A0) 8 . you need to execute the following Genesys SIP server-related procedures in the system: • • • • • Verifying the SIP Environment Options on page 9 Creating an Application Template on page 12 Creating and Configuring a Recording Application on page 17 Configuring a Resource Using the Resource Group Wizard on page 25 Verifying the Genesys T-Server Configuration on page 32 NOTE: The site engineer is expected to be familiar with the Genesys Administrator interface. NICE Interaction Management Release 4.

NICE Interaction Management Release 4. Select the SIP Server. NOTE: You must verify that the specific server parameter options. are set to True. Double-click an appropriate SIP Server.Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options Verifying the SIP Environment Options This procedure describes how to verify the values of specific server setting options in the SIP environment. select PROVISIONING > Environment > Application. as defined in the procedure. A list of SIP servers/T-Servers appears. Figure 1-2 List of SIP Servers/T-Servers 3. A list of configured folders appears. Figure 1-1 Genesys Administrator Window 2.1 Switch-Side Preparation . This procedure must be executed in advance.Genesys SIP Server Using Active Recording (Rev A0) 9 . before running other procedures. you will not be able to record voice. If any one of them is set to False. To verify the SIP environment options: 1. In the Genesys Administrator window.

• • • • msml-support = true msml-record-support = true record-consult-calls = true record-after-merge = true NICE Interaction Management Release 4. Figure 1-4 Configured Server Parameters 5. Select the Options tab. Search for the following parameter options in the list and verify that each of them is set to True.Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options The SIP server’s general parameters appear with default Configuration tab selection. Figure 1-3 General Server Parameters 4.Genesys SIP Server Using Active Recording (Rev A0) 10 .1 Switch-Side Preparation . A list of configured server parameters under different groups appears.

1 Switch-Side Preparation . change the setting to True.Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options • resource-management-by-rm = true NOTE: If the parameter option value is False.Genesys SIP Server Using Active Recording (Rev A0) 11 . NICE Interaction Management Release 4.

both in the *. A list of configured application templates. double-click Upload Template. Figure 1-5 Genesys Administrator Window with Application Templates 2.Genesys SIP Server Using Active Recording (Rev A0) 12 . appears.Chapter 1: Genesys Switch Configuration Creating an Application Template Creating an Application Template This procedure describes how to create a new application template and configure its parameters. Click Add. To create an application template: 1. Figure 1-6 Add an Application Template Window 3. select PROVISIONING > Environment > Application Template. In the Genesys Administrator window.1 Switch-Side Preparation . A dialog box with short instructions appears. In the Tasks > Create area. A list of configured application templates appears.apd and *. NICE Interaction Management Release 4.xml formats.

NICE Interaction Management Release 4.Genesys SIP Server Using Active Recording (Rev A0) 13 . Click Import Metadata. The application template configuration details (without metadata) appear.1 Switch-Side Preparation . Select the application template file with VP_CallRecordingServer_*. NOTE: * is the version number of the template.Chapter 1: Genesys Switch Configuration Creating an Application Template Figure 1-7 List of Application Templates 4. A dialog box with short instructions appears.apd format. Figure 1-8 Application Template Parameters 5.

apd and *.Genesys SIP Server Using Active Recording (Rev A0) 14 . Click Add.xml format.1 Switch-Side Preparation . The application template metadata appears. Figure 1-10 List of Application Templates 7. appears. NICE Interaction Management Release 4. A list of configured application templates. both in *.xml formats. NOTE: * is the version number of the template. Select the application template file with VP_CallRecordingServer_*.Chapter 1: Genesys Switch Configuration Creating an Application Template Figure 1-9 Adding Metadata 6.

The new application template appears in the list. NICE Interaction Management Release 4.Chapter 1: Genesys Switch Configuration Creating an Application Template Figure 1-11 Application Template Metadata Configuration 8.1 Switch-Side Preparation . Figure 1-12 Application Template Metadata Configuration 9. Click Save & Close. rename the template. In the Name field.Genesys SIP Server Using Active Recording (Rev A0) 15 .

1 Switch-Side Preparation .Genesys SIP Server Using Active Recording (Rev A0) 16 .Chapter 1: Genesys Switch Configuration Creating an Application Template Figure 1-13 Genesys Administrator Window with a New Application Template NICE Interaction Management Release 4.

Figure 1-14 Genesys Administrator Window with Folders 2. NICE Interaction Management Release 4. choose the GVP_Unassigned/Resources folder. In the Applications drop-down menu. In the Genesys Administrator window.Genesys SIP Server Using Active Recording (Rev A0) 17 . Double-click Create New Application. NOTE: The procedural steps in the navigation pane show the procedure under execution. To create and configure an application: 1. select PROVISIONING > Environment > Applications. Figure 1-15 Genesys Administrator Window with Defined Applications 3.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Creating and Configuring a Recording Application This procedure describes how to create a new recording application and configure its parameters. The Create New Application window appears with a set of procedural steps in the navigation pane and browsing options in the right pane.1 Switch-Side Preparation . The Applications window appears without any object displayed in the work area.

1 Switch-Side Preparation . NICE Interaction Management Release 4. A list of configured application templates appears.Genesys SIP Server Using Active Recording (Rev A0) 18 . Figure 1-17 Predefined Application Templates 5. Click Browse for Template. The application template parameters appear.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-16 Create New Application Window 4. Select the template and click OK.

Figure 1-19 Application Template Metadata 7. The template metadata details appear in the right pane. NOTE: Make sure that the mandatory fields have proper entries. NOTE: If required. Click Next.1 Switch-Side Preparation . NICE Interaction Management Release 4.Genesys SIP Server Using Active Recording (Rev A0) 19 . The application parameter window appears both with default parameters and blank fields. click the Browse button to replace the template’s metadata file. Click Next.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-18 Application Template Parameters 6.

Click Create.Genesys SIP Server Using Active Recording (Rev A0) 20 .1 Switch-Side Preparation . NICE Interaction Management Release 4.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-20 Default Application Parameters 8. as follows: • • Name field: Enter the application name Host field: Select the host name from the search list Application Parameters Figure 1-21 9. Enter the application parameters. Summarized results of the application template parameter configuration appear.

32. NICE Interaction Management Release 4. Click the Options tab (if not default selected).10.1 Switch-Side Preparation . Figure 1-23 Resource AOR IP Configuration 11.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-22 Summarized Results of Application Template Configuration 10. b. Click Finish. General application parameters appear. Click the Configuration tab.Genesys SIP Server Using Active Recording (Rev A0) 21 . c. Do the following: a. Enter the VRSP IP address in the sip:1.144:5060 format. The application parameters window appears.

1 Switch-Side Preparation . NICE Interaction Management Release 4. The configured parameters of the server appear.Genesys SIP Server Using Active Recording (Rev A0) 22 .Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-24 General Configuration Parameters 12. Click Server Info.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-25 Server Parameter Configuration 13. The Port Info dialog box appears. Click Add. enter the server port number and click OK.Genesys SIP Server Using Active Recording (Rev A0) 23 . Figure 1-26 Server Port Info Window 14. The port number appears in the Server Info window. NICE Interaction Management Release 4. In the Port field.1 Switch-Side Preparation .

Click Save & Close to save the configuration.Genesys SIP Server Using Active Recording (Rev A0) 24 .1 Switch-Side Preparation .Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-27 Application Parameter Window 15. NICE Interaction Management Release 4.

Click New. gateway.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Configuring a Resource Using the Resource Group Wizard This procedures describes how to configure a resource using the Resource Group Wizard. Select PROVISIONING > Voice Platform > Resource Groups. or recording servers Assigning resources to groups To configure a resource using the Resource Group Wizard: 1. Figure 1-28 Resource Group Configuration Window 3. NICE Interaction Management Release 4. CTI connector. Access the Genesys Administrator window. A list of configured resource groups appears.Genesys SIP Server Using Active Recording (Rev A0) 25 . The Resource Group Wizard supports the following functionality: • • • Configuring a resource group name Selecting a resource group type such as media control platform. The wizard introduction page appears. 2.1 Switch-Side Preparation . call control platform.

Genesys SIP Server Using Active Recording (Rev A0) 26 . The Select Components window with a list of predefined resources appears. Click Add. Figure 1-30 Configuring Resource Manager 5. The Resource Manager Selection page appears. Click Next. NICE Interaction Management Release 4.1 Switch-Side Preparation .Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-29 Resource Group Wizard 4.

Click Next. RM) and click OK.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-31 Select Components Window 6. NICE Interaction Management Release 4.1 Switch-Side Preparation . The Group Name and Type page appears. Select a resource (for example.Genesys SIP Server Using Active Recording (Rev A0) 27 . Figure 1-32 Resource Group Wizard with Remote Manager Selection 7. The Resource Manager Selection page displaying the selected resource appears.

1 Switch-Side Preparation . as follows: • • Group Name field: Enter an appropriate name Group Type field: Choose a group type in the drop-down list Group Name and Type Window Figure 1-34 9. Enter the parameters. Click Next.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-33 Group Name and Type Window 8. The Group Properties page with default selections appears.Genesys SIP Server Using Active Recording (Rev A0) 28 . NICE Interaction Management Release 4.

Figure 1-36 Resource Assignment Window NICE Interaction Management Release 4.1 Switch-Side Preparation . as follows: • • Monitoring Method: None Load Balancing Scheme: Parallel Forking 11.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-35 Group Properties Window 10. Select values in the Monitoring Method and Load Balancing Scheme fields from the drop-down lists. Click Next.Genesys SIP Server Using Active Recording (Rev A0) 29 . The Resource Assignment window with predefined resources and their IPs appears.

Select a resource (for example. NICE Interaction Management Release 4.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard 12.Genesys SIP Server Using Active Recording (Rev A0) 30 .1 Switch-Side Preparation . if required SIP Port: Define a port number SPS Port: Define a port number Max Ports: Define a maximum number of ports Redundancy: Select a redundancy option in the drop-down list Resource Assignment with Configured Parameters Figure 1-37 13. A confirmation page appears with defined parameters in the wizard. Click Next. Demo_for_Active_Recording) and define the parameter values. as follows: • • • • • IP Address: Modify the default IP.

1 Switch-Side Preparation .Genesys SIP Server Using Active Recording (Rev A0) 31 .Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-38 Configuration Confirmation Window 14. Click Finish. A list of resource groups appears. Figure 1-39 Resource Group Configurations NICE Interaction Management Release 4.

VDNs. call direction and trunk information. Checking Genesys T-Server Licenses To enable NICE System to monitor interactions in the Genesys T-Server environment. IVR/VRU ports. NOTE: This monitoring license information is for reference only. and so on) and provide full support for CTI features.1 Switch-Side Preparation . ACD/Queue. For the most current information regarding Genesys licensing. including compound call.Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Verifying the Genesys T-Server Configuration It is important to check the Genesys T-server licenses while verifying the T-server configuration. positions. You must ensure that there are sufficient licenses as follows: • • Checking the Licenses using Genesys Configuration Manager Checking the Licenses using FlexLM License Manager Checking the Licenses using Genesys Configuration Manager You can check the license information in the Genesys Configuration Manager. NICE Interaction Management Release 4. 2. you must obtain right to monitor licenses from Genesys for monitoring devices and agent seats. contact Genesys directly. other routing entities. A list of device-wise configured applications appears.Genesys SIP Server Using Active Recording (Rev A0) 32 . access the Genesys Administrator window. Select PROVISIONING > Environment > Applications > Media. Using an appropriate username/password. These licenses enable NICE to monitor all available PABX devices (agent extension. tracking. To check the Genesys licenses: 1.

NICE Interaction Management Release 4. The SIP application parameters appear. Figure 1-41 Configured SIP Applications 4. Select TServer_SIP8_Active1.1 Switch-Side Preparation .Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-40 Device-Wise Configured Applications 3. Select SIP. A list of configured SIP applications appears.Genesys SIP Server Using Active Recording (Rev A0) 33 .

Select the Options tab. A list of group-wise SIP application parameters appears. NICE Interaction Management Release 4. Figure 1-43 Group-Wise SIP Application Parameters 6.1 Switch-Side Preparation . type num. In the Options field. including the type of licenses appears. A filtered list.Genesys SIP Server Using Active Recording (Rev A0) 34 .Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-42 SIP Application Parameters 5.

Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-44 List of Licenses Checking the Licenses using FlexLM License Manager The FlexLM License Server enables you to check how many of these licenses have been issued and how many are in use when the Genesys T-Server Application is running. select the Server Status tab.Genesys SIP Server Using Active Recording (Rev A0) 35 . To check the Genesys licenses: 1. of which 102 licenses are currently in use. NICE Interaction Management Release 4. Verify that there are sufficient licenses. you can monitor a total of 200 DNs. 2. Make sure that the Genesys T-Server is running. The following window appears. in this example. For example.1 Switch-Side Preparation .Server Status 3. Figure 1-45 LMTOOLS . In the LMTOOLs window.

1 Switch-Side Preparation ..............Genesys SIP Server Using Active Recording (Rev A0) 36 ... The actual switch configuration is performed by the Genesys site engineer only.................. 37 NICE Interaction Management Release 4...... Contents Genesys Configuration Management Information ....A Genesys Switch Configuration IMPORTANT This chapter provides information for NICE Interaction Management site engineers..............

server NICE Interaction Management Release 4. Click Server Info to view the server parameters.Appendix A: Genesys Switch Configuration Genesys Configuration Management Information Genesys Configuration Management Information The summarized list of important Genesys configuration parameters are as follows: Genesys Parameter Genesys SIP server host name Configuration Details 1. 4. Genesys SIP server port number 1. 3. 4. Access the Genesys Administrator window.Genesys SIP Server Using Active Recording (Rev A0) 37 . 2. View the server host name in the Host field and note it down for its subsequent use by the NICE installer. Click Server Info to view the server parameters.1 Switch-Side Preparation . 3. 2. Access the Genesys Administrator window. View the server port number in the Listening Ports field and note it down for its subsequent use by the NICE installer. Genesys SIP Server port ID of Note down the warm or hot standby SIP server port ID for its warm or hot standby SIP subsequent use by the NICE installer. Select PROVISIONING > Environment > Applications > Configuration. Select PROVISIONING > Environment > Applications > Configuration. If using redundancy: Genesys SIP Server IP address of warm or hot standby SIP server Note down the warm or hot standby SIP server host name for its subsequent use by the NICE installer.

Access the Genesys Administrator window.1 Switch-Side Preparation . see the Switch-Side Preparation Genesys SIP Server Using Active Recording Guide. see the Switch-Side Preparation Genesys SIP Server Using Active Recording Guide.Appendix A: Genesys Switch Configuration Genesys Configuration Management Information Genesys Parameter List of monitored devices Configuration Details 1. View the list of monitored devices with respective device numbers and note them down for their subsequent use by the NICE installer. 3. 3. 2. List of user data fields (business data fields) Write down the relevant user data fields for the NICE installer. Access the Genesys Administrator window. rtp-info-password parameter from the SIP server 2. Verify that the site has sufficient Genesys server licenses For details. Select PROVISIONING > Switching > Switches > Properties window Options. Select PROVISIONING > Switching > Switches > DNs. View the password details and note them down for their subsequent use by the NICE installer. 1. NICE Interaction Management Release 4.Genesys SIP Server Using Active Recording (Rev A0) 38 . For details.