NICE Interaction Management 4.

1

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

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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 .

. . . . . . . .1 Switch-Side Preparation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 Configuring a Resource Using the Resource Group Wizard . . . . .32 Checking the Licenses using FlexLM License Manager . .Genesys SIP Server Using Active Recording (Rev A0) 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32 Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Creating and Configuring a Recording Application . . . . . . . . . . . . . . . .32 Checking the Licenses using Genesys Configuration Manager . . . . . 9 Creating an Application Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Verifying the SIP Environment Options . . . . . . . .Contents 1 Genesys Switch Configuration 7 Active Voice Recording Overview . . . . . .35 A Genesys Switch Configuration 36 Genesys Configuration Management Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 Verifying the Genesys T-Server Configuration . . . .37 NICE Interaction Management Release 4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

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. including accessing the Genesys Administrator screen. NICE Interaction Management Release 4.1 Switch-Side Preparation .Chapter 1: Genesys Switch Configuration Active Voice Recording Overview Active Voice Recording Overview To implement the active voice recording solution.

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

Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options The SIP server’s general parameters appear with default Configuration tab selection. Select the Options tab. Figure 1-3 General Server Parameters 4. Search for the following parameter options in the list and verify that each of them is set to True.Genesys SIP Server Using Active Recording (Rev A0) 10 . Figure 1-4 Configured Server Parameters 5.1 Switch-Side Preparation . A list of configured server parameters under different groups appears. • • • • msml-support = true msml-record-support = true record-consult-calls = true record-after-merge = true NICE Interaction Management Release 4.

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

A list of configured application templates. To create an application template: 1. A dialog box with short instructions appears.Genesys SIP Server Using Active Recording (Rev A0) 12 . In the Tasks > Create area. Figure 1-6 Add an Application Template Window 3.1 Switch-Side Preparation . appears.xml formats. Click Add. In the Genesys Administrator window. A list of configured application templates appears. Figure 1-5 Genesys Administrator Window with Application Templates 2.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.apd and *. both in the *. double-click Upload Template. NICE Interaction Management Release 4. select PROVISIONING > Environment > Application Template.

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

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

In the Name field. The new application template appears in the list. Figure 1-12 Application Template Metadata Configuration 9. Click Save & Close.Genesys SIP Server Using Active Recording (Rev A0) 15 . 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 . rename the template.

1 Switch-Side Preparation .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.Genesys SIP Server Using Active Recording (Rev A0) 16 .

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

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

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

Genesys SIP Server Using Active Recording (Rev A0) 20 . Click Create. Summarized results of the application template parameter configuration appear. 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.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-20 Default Application Parameters 8. NICE Interaction Management Release 4.1 Switch-Side Preparation .

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-22 Summarized Results of Application Template Configuration 10. Figure 1-23 Resource AOR IP Configuration 11. Click the Configuration tab. NICE Interaction Management Release 4. Do the following: a. Click Finish.10. Click the Options tab (if not default selected).144:5060 format.Genesys SIP Server Using Active Recording (Rev A0) 21 . The application parameters window appears. b. Enter the VRSP IP address in the sip:1. c. General application parameters appear.1 Switch-Side Preparation .32.

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

enter the server port number and click OK. Click Add.Genesys SIP Server Using Active Recording (Rev A0) 23 . The Port Info dialog box appears. In the Port field. NICE Interaction Management Release 4. Figure 1-26 Server Port Info Window 14. The port number appears in the Server Info window.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-25 Server Parameter Configuration 13.1 Switch-Side Preparation .

NICE Interaction Management Release 4.1 Switch-Side Preparation . Click Save & Close to save the configuration.Genesys SIP Server Using Active Recording (Rev A0) 24 .Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-27 Application Parameter Window 15.

1 Switch-Side Preparation . 2. The wizard introduction page appears. NICE Interaction Management Release 4. or recording servers Assigning resources to groups To configure a resource using the Resource Group Wizard: 1. CTI connector. Access the Genesys Administrator window.Genesys SIP Server Using Active Recording (Rev A0) 25 . call control platform. Select PROVISIONING > Voice Platform > Resource Groups. 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. A list of configured resource groups appears. The Resource Group Wizard supports the following functionality: • • • Configuring a resource group name Selecting a resource group type such as media control platform. Click New. Figure 1-28 Resource Group Configuration Window 3.

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

The Resource Manager Selection page displaying the selected resource appears. NICE Interaction Management Release 4. RM) and click OK. Click Next. Select a resource (for example.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-31 Select Components Window 6.Genesys SIP Server Using Active Recording (Rev A0) 27 .1 Switch-Side Preparation . Figure 1-32 Resource Group Wizard with Remote Manager Selection 7. The Group Name and Type page appears.

Genesys SIP Server Using Active Recording (Rev A0) 28 . NICE Interaction Management Release 4.1 Switch-Side Preparation . The Group Properties page with default selections appears. 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.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-33 Group Name and Type Window 8. Click Next. Enter the parameters.

1 Switch-Side Preparation . Click Next.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. as follows: • • Monitoring Method: None Load Balancing Scheme: Parallel Forking 11. The Resource Assignment window with predefined resources and their IPs appears.Genesys SIP Server Using Active Recording (Rev A0) 29 . Figure 1-36 Resource Assignment Window NICE Interaction Management Release 4.

as follows: • • • • • IP Address: Modify the default IP. Click Next.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard 12. A confirmation page appears with defined parameters in the wizard.Genesys SIP Server Using Active Recording (Rev A0) 30 . 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. Demo_for_Active_Recording) and define the parameter values. Select a resource (for example. NICE Interaction Management Release 4.1 Switch-Side Preparation .

Figure 1-39 Resource Group Configurations NICE Interaction Management Release 4.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.1 Switch-Side Preparation .Genesys SIP Server Using Active Recording (Rev A0) 31 .

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

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

Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-42 SIP Application Parameters 5. A list of group-wise SIP application parameters appears. Select the Options tab.1 Switch-Side Preparation . In the Options field. A filtered list. NICE Interaction Management Release 4. including the type of licenses appears.Genesys SIP Server Using Active Recording (Rev A0) 34 . type num. Figure 1-43 Group-Wise SIP Application Parameters 6.

Genesys SIP Server Using Active Recording (Rev A0) 35 . of which 102 licenses are currently in use. The following window appears. For example.1 Switch-Side Preparation . Figure 1-45 LMTOOLS . you can monitor a total of 200 DNs. Make sure that the Genesys T-Server is running.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. in this example. To check the Genesys licenses: 1. 2. In the LMTOOLs window. NICE Interaction Management Release 4.Server Status 3. select the Server Status tab. Verify that there are sufficient licenses.

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

Click Server Info to view the server parameters. 4.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. 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. View the server port number in the Listening Ports field and note it down for its subsequent use by the NICE installer.1 Switch-Side Preparation . 3. 4. 2. Genesys SIP server port number 1. Select PROVISIONING > Environment > Applications > Configuration. Access the Genesys Administrator window. Click Server Info to view the server parameters. server NICE Interaction Management Release 4. View the server host name in the Host field and note it down for its subsequent use by the NICE installer. 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.Genesys SIP Server Using Active Recording (Rev A0) 37 . 3. Access the Genesys Administrator window. Select PROVISIONING > Environment > Applications > Configuration. 2.

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