Configure the Amazon EventBridge and Kinesis for Genesys Cloud event delivery

To enable Verint to receive call events, you must configure Amazon EventBridge to route events to a Kinesis Data Stream in your AWS account. You are responsible for creating, configuring, and managing these resources.

For detailed instructions, see the AWS documentation for EventBridge and Kinesis Data Streams (links in Related Information).

Before you begin

Configure Genesys Cloud to Publish CTI Events to EventBridge
Gather your AWS credentials.
Verify that your AWS account has permissions to create and manage EventBridge and Kinesis resources.

Procedure

In your AWS account, create and configure a Kinesis Data Stream.
Configure Amazon EventBridge to route call events from Genesys Cloud to the Kinesis Data Stream.
After configuration, give Verint Support the following details:
- Kinesis Data Stream name
- AWS region
- Any required access credentials or connection details

Verint needs these details to establish a secure connection to your Kinesis Data Stream and configure the recording data source. Without this information, the integration cannot process call events.

What to do next

Update the Amazon Kinesis Settings in the Create a data source for Genesys Cloud CX

Create the Verint EventBridge Adapter for Genesys Cloud