Limitations - Genesys Cloud CX BYOC SBC audio capture (SIPREC)

Known limitations for a Verint recording solution for BYOC Genesys Cloud CX (SBC and SIPREC) to capture call audio. A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in our system, the external system, or both. Whenever possible, we provide a workaround.

Maximum number of employees

For Genesys Cloud CX with SBC integrations, the maximum number of employees that you can associate with a Genesys Cloud CX data source is 10, 000. Genesys Cloud CX supports only 10, 000 user subscriptions per OAuth client.

Logged off agent appears logged on in Real-time Monitoring

Agent states are not monitored, and the agent state is considered "logged in" based on the first CTI event of the agent. The Recorder Integration Service considers the agent logged in from this point forward, even if the agent logs off.

Cloud telephony

The solution does not support usage of Genesys Cloud CX telephony. Local PSTN telephony with Oracle SBCs only is supported.

Internal agent-to-agent calls

Internal agent-to-agent calls cannot be captured and generate alarms.

Vendor SBC support

Support for vendor SBCs can be evaluated with Product Management engagement.

Cannot count Add Participant conference calls

In Genesys Cloud, when an agent makes a conference call using the Add Participant button, the Number of Conferences field shows incorrect information in the Verint Interactions search results.

Cause: The CTI event data from Genesys Cloud does not identify the other party address using the "user=conference" data, which Verint requires to identify a conference call.