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 .

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

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

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

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

Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options • resource-management-by-rm = true NOTE: If the parameter option value is False. NICE Interaction Management Release 4.1 Switch-Side Preparation . change the setting to True.Genesys SIP Server Using Active Recording (Rev A0) 11 .

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

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

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

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

Genesys SIP Server Using Active Recording (Rev A0) 16 .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.

NICE Interaction Management Release 4. NOTE: The procedural steps in the navigation pane show the procedure under execution.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. Double-click Create New Application.1 Switch-Side Preparation . In the Genesys Administrator window. Figure 1-14 Genesys Administrator Window with Folders 2. The Applications window appears without any object displayed in the work area. 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. select PROVISIONING > Environment > Applications. choose the GVP_Unassigned/Resources folder. In the Applications drop-down menu.Genesys SIP Server Using Active Recording (Rev A0) 17 . 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. NICE Interaction Management Release 4.Genesys SIP Server Using Active Recording (Rev A0) 18 . The application template parameters appear. Figure 1-17 Predefined Application Templates 5. Select the template and click OK.1 Switch-Side Preparation . A list of configured application templates appears. Click Browse for Template.

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

Summarized results of the application template parameter configuration appear. NICE Interaction Management Release 4.1 Switch-Side Preparation .Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-20 Default Application Parameters 8. Click Create.Genesys SIP Server Using Active Recording (Rev A0) 20 . Enter the application parameters. 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 VRSP IP address in the sip:1. NICE Interaction Management Release 4. The application parameters window appears.Genesys SIP Server Using Active Recording (Rev A0) 21 .10. General application parameters appear. Do the following: a. Figure 1-23 Resource AOR IP Configuration 11.144:5060 format. Click the Options tab (if not default selected).1 Switch-Side Preparation . c.Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application Figure 1-22 Summarized Results of Application Template Configuration 10. b.32. Click Finish. Click the Configuration tab.

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

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

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

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

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

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

NICE Interaction Management Release 4. 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. Enter the parameters.1 Switch-Side Preparation . Click Next.Genesys SIP Server Using Active Recording (Rev A0) 28 .Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-33 Group Name and Type Window 8.

1 Switch-Side Preparation . as follows: • • Monitoring Method: None Load Balancing Scheme: Parallel Forking 11. Figure 1-36 Resource Assignment Window NICE Interaction Management Release 4. Select values in the Monitoring Method and Load Balancing Scheme fields from the drop-down lists. The Resource Assignment window with predefined resources and their IPs appears.Genesys SIP Server Using Active Recording (Rev A0) 29 .Chapter 1: Genesys Switch Configuration Configuring a Resource Using the Resource Group Wizard Figure 1-35 Group Properties Window 10. Click Next.

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

Genesys SIP Server Using Active Recording (Rev A0) 31 . Click Finish.1 Switch-Side Preparation . A list of resource groups appears. 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.

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

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

including the type of licenses appears. type num. A filtered list. In the Options field. A list of group-wise SIP application parameters appears.Genesys SIP Server Using Active Recording (Rev A0) 34 . Select the Options tab.Chapter 1: Genesys Switch Configuration Verifying the Genesys T-Server Configuration Figure 1-42 SIP Application Parameters 5.1 Switch-Side Preparation . Figure 1-43 Group-Wise SIP Application Parameters 6. NICE Interaction Management Release 4.

To check the Genesys licenses: 1.1 Switch-Side Preparation . 2.Genesys SIP Server Using Active Recording (Rev A0) 35 . you can monitor a total of 200 DNs. NICE Interaction Management Release 4. select the Server Status tab. of which 102 licenses are currently in use. in this example. In the LMTOOLs window.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. Make sure that the Genesys T-Server is running. Verify that there are sufficient licenses. The following window appears.Server Status 3. For example. Figure 1-45 LMTOOLS .

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

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

NICE Interaction Management Release 4. View the list of monitored devices with respective device numbers and note them down for their subsequent use by the NICE installer. 3. Access the Genesys Administrator window. see the Switch-Side Preparation Genesys SIP Server Using Active Recording Guide. Select PROVISIONING > Switching > Switches > Properties window Options.Genesys SIP Server Using Active Recording (Rev A0) 38 . Select PROVISIONING > Switching > Switches > DNs. 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. For details.Appendix A: Genesys Switch Configuration Genesys Configuration Management Information Genesys Parameter List of monitored devices Configuration Details 1. List of user data fields (business data fields) Write down the relevant user data fields for the NICE installer. 3. 1. Access the Genesys Administrator window. rtp-info-password parameter from the SIP server 2. see the Switch-Side Preparation Genesys SIP Server Using Active Recording Guide. 2.1 Switch-Side Preparation .