Configure VoIP Station-side Interception for Genesys Engage

In Interception environments, the deployment should consist of either a single Recorder Integration Service or a Recorder Integration Service 1+1 pair, plus two groups of Recorders (one group per site).

If the customer wants to maintain recording during Disaster Recovery failures, the Recorder Integration Service and Recorder deployment design should take into account that the full agent population may need to be recorded from each site, in case a Disaster Recovery failover occurs. This will impact system sizing, and potentially create a requirement for load balancing.

Procedure

Create two data sources, one for each site. For each, configure a Switch Signaling Interface IP Address to allow the Recorder identify the data source each call is meant for.
Within these data sources, member group configuration depends on where interception occurs, and on the load balancing type.
- If using station side interception with no load balancing, or load balancing of the type Media Only, or Media with Signalling, it is sufficient to create a single member group in each data source. This member group will contain all Recorders and extensions from across sites.
- If using station side interception with a load balancing type of Shared Interception, each data source should contain a member group for each site, configured with the extensions particular to that site.
- If intercepting the station side traffic at the gateway (referred to as gateway infrastructure interception), then a single member group in each data source containing all Recorders and extensions will suffice. In addition, IP Analyzers would be used in this scenario, to insure that Recorders receive signaling and audio for the calls it needs to record.
Create Recorders at each site, all grouped, with each Recorder assigned to both data sources.

If Interception is occurring at the gateway, it is possible that each gateway can deliver calls to either Genesys SIP server in a pair. In this case, you must have IP analyzers to forward signalling across to the other location.