N Dedicated + M Shared Scenario for Genesys Engage

In N Dedicated + M Shared, N Recorders are paired with shared M Recorders. These Recorders remain in standby mode until an N Recorder fails, at which time an Integration Service server will instruct an M Recorder to take over on that channel or extension. This scenario is not supported with Genesys Engage VoIP delivery.

N Dedicated + M Shared

In environments that are N dedicated trunk side (either TDM or SIP trunk) and M shared (all types), if the dedicated trunk side Recorder experiences issues (indicated by one or more alarms on the Recorder Manager status page for that Recorder), the Integration service will engage the shared Recorder to record a call. The dedicated Recorder may still be able to record a call, even though a problem was reported. Therefore, it is possible that the system will have a duplicate recording of a call, and two sessions will appear in the portal as having the same attributes and audio. This is expected behavior.

For example, a dedicated SIP trunk Recorder may discover a loss of packets for some calls that occurred in the past. An alarm is raised indicating a minor issue with the Recorder. For future calls, Integration Service will engage a shared Recorder to record the calls, in addition to the dedicated Recorder that may or may not lose some packets. While the problem with the dedicated Recorder exists, duplicate sessions may be found for each call in the portal—one recorded by the dedicated Recorder (and which may have inferior audio quality) and another one recorded by the shared Recorder (with good audio quality).