Settings for the Genesys Cloud CX data source

The following table lists the required and optional settings required to capture interactions from a Genesys Cloud CX platform.

Field	Description
Name	A unique name for the data source. Only alphanumeric characters (no quotation marks and no back or forward slashes) are supported.
Organization	Specify the organization to which you want to associate the data source. In a multi-tenant enabled environment, if the selected organization is associated to a tenant, the data source is also associated to that same tenant. In this scenario, when you click Save to save the data source, the tenant name of the organization that is associated to the data source is displayed in the screen heading. The data source can be associated to a particular tenant or have the Shared status. A data source associated to a particular tenant processes data only for that tenant. A data source that has the Shared status processes data for all tenants in the system.
Description	Optional. Description of the data source.
Time Zone	Select the correct time zone. Use the same time zone in Enterprise Manager and Recorder Manager Preferences.

Recorder Settings

Field	Description
Minimum Session Length	This parameter is required for audio capture, not text capture from digital channels. To prevent the retention of calls that are so short they are unlikely to contain usable data, specify a Minimum Session Length (seconds)—calls that are shorter than this will be deleted automatically. If set to 0 (zero), this feature is disabled and no calls will be deleted based on this setting. The maximum value is 3600 (or one hour). This setting applies to active CTI Sessions or VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.
Long Call Duration (minutes)	This setting is required for audio capture using AudioHook, not for text capture from digital channels. Duration of a call, in minutes. This number indicates the maximum duration of a call that the Integration Service tracks. All calls over this period are ended.
Contact Policy Type	This setting is required for audio capture using AudioHook, not for text capture from digital channels. This setting allows you to set the call stitching method. Follow the call—When follow the call is enabled, there will be one contact that includes all audio from the beginning of the call to the end. This is the default. Backoffice - Contact per call—Enables the “Back office” style of stitching, which creates sessions/interactions based on CTI calls. If one employee is on two calls at the same time (for example, a customer call and a consultation call), the system creates two sessions/interactions. This is used more often in trading environments rather than contact center environments.
Contact Policy Type	This setting is required for audio capture using AudioHook, not for text capture from digital channels. This setting allows you to set the call stitching method. Follow the call—When follow the call is enabled, there will be one contact that includes all audio from the beginning of the call to the end. This is the default. Backoffice - Contact per call—Enables the “Back office” style of stitching, which creates sessions/interactions based on CTI calls. If one employee is on two calls at the same time (for example, a customer call and a consultation call), the system creates two sessions/interactions. This is used more often in trading environments rather than contact center environments.
Recorder Allocation based on Audio Location	Omit this setting. It is not required for audio capture using AudioHook nor for text capture from digital channels.

Default Employee

This setting is required for audio capture using AudioHook, and optional for text capture from digital channels.

In the Default Employee section, specify the employee to be associated to a recording that has no employee associated to it.

There are situations where recordings will not have employees associated to them. Examples include:

IVR recordings where there is no employee or phone device
Back office environments where phones are shared and not associated to a specific employee
Assigning a Default Employee for Interactions to a data source provides a way to provide replay access to these recordings. When a Default Employee for Interactions is configured, any recordings made for the data source that have no explicit user associated are associated to the Default Employee for Interactions.

First, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions.

You cannot select an employee who has a configured end date as the Default Employee for Interactions. Also, you should not select an employee who will soon move or transfer to a different organization as the Default Employee for Interactions.

When an employee is selected as the Default Employee for Interactions, an error message displays when the employee is deleted, terminated, or changed to a different organization since the last time the data source was saved.

Device IP Configuration

Omit this setting. It is not relevant for audio capture using AudioHook, nor text capture from digital channels.

Time Zone Settings

Under TimeZone Settings, select a Local Time Tagging Mode from the drop-down list.

Select DataSource to base tagging on the Time Zone specified in the data source.
Select Organization to base tagging on that of the organization. This is useful in scenarios where employees are working in different regions, allowing you to unify tagging across multiple time zones. Note that if you select Organization, it is still necessary to specify the correct time zone for the data source, above, as this is used in fallback selection for monitored extensions without an associated Employee or Profile (that is, extensions that don't belong to an employee).
If you select Organization, it is still necessary to specify the correct time zone for the data source, above, as this is used in fallback selection for monitored extensions without an associated Employee or Profile (that is, extensions that don't belong to an Organization).

Amazon Kinesis Settings

For a Genesys Cloud CX system that uses an Amazon EventBridge, under Amazon Kinesis Stream Settings configure the following:

Use Amazon EventBridge: Select this check box when Genesys Cloud events are delivered to an Amazon Kinesis Data Stream via Amazon EventBridge. When selected, other configuration options become available.
Agent Events Stream Name: Required when the data source is associated with a Recorder Integration Service server role. Enter the name of the Kinesis data stream that the Recorder Integration Service uses for real-time agent and call events. This field is required for real-time audio and screen recording.
Region: Choose the AWS region that hosts the Amazon Kinesis Data Stream.

If you select Custom Region, complete the following Custom Region field.
Custom Region: Complete this field only if you selected Custom Region from the Region list. Enter the region code, not the full display name. Example: ap-south-1 for "Asia Pacific (Mumbai) ap-south-1."
Specify Application Credentials: Select this check box to use specific application credentials. If selected, enter the credentials in Access Key ID and Access Key Secret. If not selected, the default credentials are used.
Access Key ID: Enabled only when Specify Application Credentials is selected. Enter the application access key ID.
Access Key Secret: Enabled only when Specify Application Credentials is selected. Enter the application access key secret.
Specify IAM Role: Select this check box to use a specific IAM role. If selected, enter the role details in Role ARN (Amazon Resource Name) and External ID. If not selected, no role is assumed.
Role ARN: Enabled only when Specify IAM Role is selected. Enter the IAM role ARN (Amazon Resource Name).
External ID: Enabled only when Specify IAM Role is selected. Enter the IAM role external ID.
Role Session Name: When authenticating with an IAM role, you can enter a role session name. If not specified, the adapter generates one.

AudioHook Settings

For a Genesys Cloud CX Application data source, configure the AudioHook Settings:

Organization ID — Enter the Genesys Cloud Organization ID used for authentication.
API Key — Enter the API key configured in the Genesys AudioHook integration. This key is required for authentication and must match the API key you entered when creating the AudioHook integration in the Genesys portal.
Client Secret — Optional. Enter the client secret configured in the Genesys AudioHook integration on the Genesys portal. Enter the secret exactly as it appears in Genesys Cloud, typically as a Base64-encoded string.

The client secret is used to generate a request signature that validates each request. If the secret does not match the value in Genesys Cloud, the system returns a 401 error and rejects the request.

Note: AudioHook settings are not required for text capture from digital channels in Genesys Cloud.

Genesys Platform API Settings

If Genesys Cloud is integrated with Amazon EventBridge, omit this section.

Configure Verint's response to pause and resume events from Genesys Cloud CX: Under Genesys Platform API Settings, select an option from the Use Pause/Resume Events from Genesys Client list:

No: Ignore pause and resume events.
Yes for Audio: Pause and resume audio only.
Yes for Audio and Screen: Pause and resume audio and agent screen.

Associated Integration Service Installations

For audio capture using AudioHook, Expand the Associated Integration Service Installations section, and then select the server that hosts the Integration Services.

Associated Interaction Capture Installations

When configuring the data source for text capture from digital channels, expand the Associated Interaction Capture Installations section, and select the server that hosts the Interaction Capture Services.

Advanced Settings

Under Advanced Settings, enter the Key and Value fields any proprietary pairs that are required by your system—this should be done only in consultation with Field Engineers.