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 .

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

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

NICE Interaction Management Release 4.1 Switch-Side Preparation . 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.Chapter 1: Genesys Switch Configuration Active Voice Recording Overview Active Voice Recording Overview To implement the active voice recording solution.Genesys SIP Server Using Active Recording (Rev A0) 8 .

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

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

Genesys SIP Server Using Active Recording (Rev A0) 11 . NICE Interaction Management Release 4. 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.1 Switch-Side Preparation .

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

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

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

Chapter 1: Genesys Switch Configuration Creating an Application Template Figure 1-11 Application Template Metadata Configuration 8. Click Save & Close.1 Switch-Side Preparation .Genesys SIP Server Using Active Recording (Rev A0) 15 . In the Name field. Figure 1-12 Application Template Metadata Configuration 9. rename the template. The new application template appears in the list. NICE Interaction Management Release 4.

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 .1 Switch-Side Preparation .

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. NICE Interaction Management Release 4.1 Switch-Side Preparation . In the Applications drop-down menu.Genesys SIP Server Using Active Recording (Rev A0) 17 . NOTE: The procedural steps in the navigation pane show the procedure under execution. select PROVISIONING > Environment > Applications. Figure 1-15 Genesys Administrator Window with Defined Applications 3. The Create New Application window appears with a set of procedural steps in the navigation pane and browsing options in the right pane. Double-click Create New Application. choose the GVP_Unassigned/Resources folder. The Applications window appears without any object displayed in the work area. Figure 1-14 Genesys Administrator Window with Folders 2. In the Genesys Administrator window. To create and configure an application: 1.

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.1 Switch-Side Preparation . Click Browse for Template. Figure 1-17 Predefined Application Templates 5. The application template parameters appear.Genesys SIP Server Using Active Recording (Rev A0) 18 . A list of configured application templates appears. NICE Interaction Management Release 4.

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

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

NICE Interaction Management Release 4. The application parameters window appears.10.1 Switch-Side Preparation . Click Finish.Genesys SIP Server Using Active Recording (Rev A0) 21 . General application parameters appear. 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. Enter the VRSP IP address in the sip:1.32. Do the following: a.144:5060 format. c. Click the Options tab (if not default selected). b. Click the Configuration tab.

Genesys SIP Server Using Active Recording (Rev A0) 22 . Click Server Info.1 Switch-Side Preparation . 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.

The port number appears in the Server Info window. Figure 1-26 Server Port Info Window 14.1 Switch-Side Preparation . enter the server port number and click OK.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-25 Server Parameter Configuration 13.Genesys SIP Server Using Active Recording (Rev A0) 23 . The Port Info dialog box appears. NICE Interaction Management Release 4. In the Port field. Click Add.

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

CTI connector.1 Switch-Side Preparation . Select PROVISIONING > Voice Platform > Resource Groups. 2. Click New. Figure 1-28 Resource Group Configuration Window 3. NICE Interaction Management Release 4.Genesys SIP Server Using Active Recording (Rev A0) 25 .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. gateway. or recording servers Assigning resources to groups To configure a resource using the Resource Group Wizard: 1. Access the Genesys Administrator window. 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. call control platform.

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

The Resource Manager Selection page displaying the selected resource appears. Click Next. RM) and click OK. NICE Interaction Management Release 4.Genesys SIP Server Using Active Recording (Rev A0) 27 . Figure 1-32 Resource Group Wizard with Remote Manager Selection 7.1 Switch-Side Preparation . Select a resource (for example. The Group Name and Type page appears.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) 28 .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. The Group Properties page with default selections appears. Click Next. Enter the parameters. NICE Interaction Management Release 4.Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-33 Group Name and Type Window 8.

Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-35 Group Properties Window 10. Figure 1-36 Resource Assignment Window NICE Interaction Management Release 4. Click Next.1 Switch-Side Preparation .Genesys SIP Server Using Active Recording (Rev A0) 29 . The Resource Assignment window with predefined resources and their IPs appears. 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.

Select a resource (for example. Demo_for_Active_Recording) and define the parameter values.Genesys SIP Server Using Active Recording (Rev A0) 30 . NICE Interaction Management Release 4. A confirmation page appears with defined parameters in the wizard.1 Switch-Side Preparation .Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard 12. as follows: • • • • • IP Address: Modify the default IP. Click Next. 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.

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

NICE Interaction Management Release 4. tracking. call direction and trunk information. contact Genesys directly. you must obtain right to monitor licenses from Genesys for monitoring devices and agent seats. 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. For the most current information regarding Genesys licensing. A list of device-wise configured applications appears. These licenses enable NICE to monitor all available PABX devices (agent extension. 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. other routing entities. ACD/Queue. Select PROVISIONING > Environment > Applications > Media. access the Genesys Administrator window.Genesys SIP Server Using Active Recording (Rev A0) 32 . positions. and so on) and provide full support for CTI features. NOTE: This monitoring license information is for reference only. 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. IVR/VRU ports. 2.1 Switch-Side Preparation . Using an appropriate username/password.

Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-40 Device-Wise Configured Applications 3.1 Switch-Side Preparation . Select TServer_SIP8_Active1. Select SIP. NICE Interaction Management Release 4. The SIP application parameters appear. Figure 1-41 Configured SIP Applications 4. A list of configured SIP applications appears.Genesys SIP Server Using Active Recording (Rev A0) 33 .

Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-42 SIP Application Parameters 5. In the Options field. A filtered list. Figure 1-43 Group-Wise SIP Application Parameters 6. type num. NICE Interaction Management Release 4.1 Switch-Side Preparation . including the type of licenses appears.Genesys SIP Server Using Active Recording (Rev A0) 34 . A list of group-wise SIP application parameters appears. Select the Options tab.

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

...................... Contents Genesys Configuration Management Information ..........Genesys SIP Server Using Active Recording (Rev A0) 36 . 37 NICE Interaction Management Release 4...1 Switch-Side Preparation .......A 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........

4. Select PROVISIONING > Environment > Applications > Configuration. Select PROVISIONING > Environment > Applications > Configuration. 2. View the server host name in the Host field and note it down for its subsequent use by the NICE installer. 3. Genesys SIP server port number 1. Access the Genesys Administrator window. 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. 3. 4. Access the Genesys Administrator window. Click Server Info to view the server parameters.Genesys SIP Server Using Active Recording (Rev A0) 37 . 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 1.1 Switch-Side Preparation . 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. 2. server NICE Interaction Management Release 4.

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