Genesys Active - Switch Side Preparation - NIM - 4.1

NICE Interaction Management 4.
Switch-Side Preparation - Genesys SIP Server Using Active Recording

385A1047-20 Rev. A0 January 2012
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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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Verifying the SIP Environment Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Creating an Application Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Creating and Configuring a Recording Application . . . . . . . . . . . . . . . . . . . . . .17 Configuring a Resource Using the Resource Group Wizard . . . . . . . . . . . . . . .25 Verifying the Genesys T-Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .32 Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32 Checking the Licenses using Genesys Configuration Manager . . . . . . . . . .32 Checking the Licenses using FlexLM License Manager . . . . . . . . . . . . . . . .35
A
Genesys Switch Configuration 36
Genesys Configuration Management Information . . . . . . . . . . . . . . . . . . . . . . . .37
NICE Interaction Management Release 4.1 Switch-Side Preparation - Genesys SIP Server Using Active Recording (Rev A0)
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.
Contents
Active Voice Recording Overview................................................................................... 8 Verifying the SIP Environment Options.......................................................................... 9 Creating an Application Template................................................................................. 12 Creating and Configuring a Recording Application ....................................................17 Configuring a Resource Using the Resource Group Wizard...................................... 25 Verifying the Genesys T-Server Configuration ............................................................ 32
Chapter 1: Genesys Switch Configuration Active Voice Recording Overview
Active Voice Recording Overview

To implement the active voice recording solution, 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 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. This procedure must be executed in advance, before running other procedures.
NOTE: You must verify that the specific server parameter options, as defined in the procedure, are set to True. If any one of them is set to False, you will not be able to record voice.
To verify the SIP environment options: 1. In the Genesys Administrator window, select PROVISIONING > Environment > Application.
A list of configured folders appears.

Figure 1-1 Genesys Administrator Window
2. Select the SIP Server.
A list of SIP servers/T-Servers appears.

Figure 1-2 List of SIP Servers/T-Servers
3. Double-click an appropriate SIP Server.
The SIP servers general parameters appear with default Configuration tab selection.
Figure 1-3 General Server Parameters
4. Select the Options tab.
A list of configured server parameters under different groups appears.

Figure 1-4 Configured Server Parameters
5. Search for the following parameter options in the list and verify that each of them is set to True.
msml-support = true msml-record-support = true record-consult-calls = true record-after-merge = true
10
resource-management-by-rm = true
NOTE: If the parameter option value is False, change the setting to True.
11
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.
To create an application template: 1. In the Genesys Administrator window, select PROVISIONING > Environment > Application Template.
A list of configured application templates appears.

Figure 1-5 Genesys Administrator Window with Application Templates
2. In the Tasks > Create area, double-click Upload Template.
A dialog box with short instructions appears.

Figure 1-6 Add an Application Template Window
3. Click Add.
A list of configured application templates, both in the *.apd and *.xml formats, appears.
12
Figure 1-7
List of Application Templates
4. Select the application template file with VP_CallRecordingServer_*.apd format. NOTE: * is the version number of the template.
The application template configuration details (without metadata) appear.

Figure 1-8 Application Template Parameters
5. Click Import Metadata.
A dialog box with short instructions appears.
13
Figure 1-9
Adding Metadata
6. Click Add.
A list of configured application templates, both in *.apd and *.xml formats, appears.
Figure 1-10 List of Application Templates
7. Select the application template file with VP_CallRecordingServer_*.xml format. NOTE: * is the version number of the template.
The application template metadata appears.
14
Figure 1-11 Application Template Metadata Configuration
8. In the Name field, rename the template.

Figure 1-12 Application Template Metadata Configuration
9. Click Save & Close.
The new application template appears in the list.
15
Figure 1-13
Genesys Administrator Window with a New Application Template
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.
To create and configure an application: 1. In the Genesys Administrator window, select PROVISIONING > Environment > Applications.
Figure 1-14 Genesys Administrator Window with Folders
2. In the Applications drop-down menu, choose the GVP_Unassigned/Resources folder.
The Applications window appears without any object displayed in the work area.
Figure 1-15 Genesys Administrator Window with Defined Applications
3. Double-click Create New Application.
The Create New Application window appears with a set of procedural steps in the navigation pane and browsing options in the right pane.
NOTE: The procedural steps in the navigation pane show the procedure under execution.
17
Figure 1-16
Create New Application Window
4. Click Browse for Template.
A list of configured application templates appears.

Figure 1-17 Predefined Application Templates
5. Select the template and click OK.
The application template parameters appear.
18
Figure 1-18
Application Template Parameters
6. Click Next.
The template metadata details appear in the right pane.

NOTE: If required, click the Browse button to replace the templates metadata file.
Figure 1-19 Application Template Metadata
7. Click Next.
The application parameter window appears both with default parameters and blank fields.
NOTE: Make sure that the mandatory fields have proper entries.
19
Figure 1-20
Default Application Parameters
8. 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. Click Create.
Summarized results of the application template parameter configuration appear.
20
Figure 1-22
Summarized Results of Application Template Configuration
10. Click Finish.
The application parameters window appears.

Figure 1-23 Resource AOR IP Configuration
11. Do the following: a. Click the Options tab (if not default selected). b. Enter the VRSP IP address in the sip:1.10.32.144:5060 format. c. Click the Configuration tab.
General application parameters appear.
21
Figure 1-24
General Configuration Parameters
12. Click Server Info.
The configured parameters of the server appear.
22
Figure 1-25
Server Parameter Configuration
13. Click Add.
The Port Info dialog box appears.

Figure 1-26 Server Port Info Window
14. In the Port field, enter the server port number and click OK.
The port number appears in the Server Info window.
23
Figure 1-27
Application Parameter Window
15. Click Save & Close to save the configuration.
24
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, call control platform, gateway, CTI connector, or recording servers Assigning resources to groups
To configure a resource using the Resource Group Wizard: 1. Access the Genesys Administrator window. 2. Select PROVISIONING > Voice Platform > Resource Groups.
A list of configured resource groups appears.

Figure 1-28 Resource Group Configuration Window
3. Click New.
The wizard introduction page appears.
25
Figure 1-29
Resource Group Wizard
4. Click Next.
The Resource Manager Selection page appears.

Figure 1-30 Configuring Resource Manager
5. Click Add.
The Select Components window with a list of predefined resources appears.
26
Figure 1-31
Select Components Window
6. Select a resource (for example, RM) and click OK.
The Resource Manager Selection page displaying the selected resource appears.
Figure 1-32 Resource Group Wizard with Remote Manager Selection
7. Click Next.
The Group Name and Type page appears.
27
Figure 1-33
Group Name and Type Window
8. Enter the parameters, 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. Click Next.
The Group Properties page with default selections appears.
28
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. Click Next.
The Resource Assignment window with predefined resources and their IPs appears.
Figure 1-36 Resource Assignment Window
29
12. Select a resource (for example, Demo_for_Active_Recording) and define the parameter
values, as follows:
IP Address: Modify the default IP, 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 Next.
A confirmation page appears with defined parameters in the wizard.
30
Figure 1-38
Configuration Confirmation Window
14. Click Finish.
A list of resource groups appears.

Figure 1-39 Resource Group Configurations
31
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.
Checking Genesys T-Server Licenses

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

32
Figure 1-40
Device-Wise Configured Applications
3. Select SIP.
A list of configured SIP applications appears.

Figure 1-41 Configured SIP Applications
4. Select TServer_SIP8_Active1.
The SIP application parameters appear.
33
Figure 1-42
SIP Application Parameters
5. Select the Options tab.
A list of group-wise SIP application parameters appears.

Figure 1-43 Group-Wise SIP Application Parameters
6. In the Options field, type num.
A filtered list, including the type of licenses appears.
34
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.
To check the Genesys licenses: 1. Make sure that the Genesys T-Server is running. 2. In the LMTOOLs window, select the Server Status tab.
The following window appears.

Figure 1-45 LMTOOLS - Server Status
3. Verify that there are sufficient licenses. For example, in this example, you can monitor a total
of 200 DNs, of which 102 licenses are currently in use.
35
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.
Contents
Genesys Configuration Management Information ...................................................... 37
36
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. Access the Genesys Administrator window. 2. Select PROVISIONING > Environment > Applications > Configuration. 3. Click Server Info to view the server parameters.
4. View the server host name in the Host field and note it down for its subsequent use by the NICE installer. Genesys SIP server port number 1. Access the Genesys Administrator window. 2. Select PROVISIONING > Environment > Applications > Configuration. 3. Click Server Info to view the server parameters.
4. View the server port number in the Listening Ports 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 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. server
37
Appendix A: Genesys Switch Configuration Genesys Configuration Management Information
Genesys Parameter List of monitored devices
Configuration Details 1. Access the Genesys Administrator window. 2. Select PROVISIONING > Switching > Switches > DNs.
3. View the list of monitored devices with respective device numbers and note them down for their subsequent use by the NICE installer. List of user data fields (business data fields) Write down the relevant user data fields for the NICE installer.
1. Access the Genesys Administrator window. rtp-info-password parameter from the SIP server 2. Select PROVISIONING > Switching > Switches > Properties window Options. For details, see the Switch-Side Preparation Genesys SIP Server Using Active Recording Guide. 3. 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, see the Switch-Side Preparation Genesys SIP Server Using Active Recording Guide.
38

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NICE Interaction Management 4.

Switch-Side Preparation - Genesys SIP Server Using Active Recording

Chapter 1: Genesys Switch Configuration Active Voice Recording Overview

Active Voice Recording Overview

Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options

Verifying the SIP Environment Options

A list of configured folders appears.

2. Select the SIP Server.

A list of SIP servers/T-Servers appears.

3. Double-click an appropriate SIP Server.

Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options

4. Select the Options tab.

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

Chapter 1: Genesys Switch Configuration Verifying the SIP Environment Options

Chapter 1: Genesys Switch Configuration Creating an Application Template

Creating an Application Template

A list of configured application templates appears.

2. In the Tasks > Create area, double-click Upload Template.

A dialog box with short instructions appears.

Chapter 1: Genesys Switch Configuration Creating an Application Template

List of Application Templates

The application template configuration details (without metadata) appear.

5. Click Import Metadata.

A dialog box with short instructions appears.

Chapter 1: Genesys Switch Configuration Creating an Application Template

The application template metadata appears.

Chapter 1: Genesys Switch Configuration Creating an Application Template

Figure 1-11 Application Template Metadata Configuration

8. In the Name field, rename the template.

9. Click Save & Close.

The new application template appears in the list.

Chapter 1: Genesys Switch Configuration Creating an Application Template

Genesys Administrator Window with a New Application Template

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

Creating and Configuring a Recording Application

2. In the Applications drop-down menu, choose the GVP_Unassigned/Resources folder.

3. Double-click Create New Application.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

Create New Application Window

4. Click Browse for Template.

A list of configured application templates appears.

5. Select the template and click OK.

The application template parameters appear.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

Application Template Parameters

The template metadata details appear in the right pane.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

Default Application Parameters

8. Enter the application parameters, as follows:

Summarized results of the application template parameter configuration appear.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

Summarized Results of Application Template Configuration

10. Click Finish.

The application parameters window appears.

General application parameters appear.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

General Configuration Parameters

12. Click Server Info.

The configured parameters of the server appear.

Chapter 1: Genesys Switch Configuration Creating and Configuring a Recording Application

Server Parameter Configuration

13. Click Add.

The Port Info dialog box appears.