Workflow: Deliver Genesys Cloud events using Genesys Cloud CX API (method 1)

Follow this workflow to enable delivery of CTI call events from Genesys Cloud CX using the Genesys Cloud CX API.

Before you begin 

Configure Genesys Cloud to deliver real-time call audio to Verint using one of these methods:

• Workflow: Configure real-time audio capture from BYOC Genesys Cloud CX with SBC (SIPREC)

• Workflow: Configure real-time capture from Genesys Cloud CX AudioHook

Workflow 

1. Get the Genesys credentials from the customer that allow connection to the Genesys Cloud CX API.

2. Find out from the customer if their Genesys Cloud CX system is configured for pause and resume. If it is, configure the capture module to handle pause and resume events.

3. Create a data source for Genesys Cloud CX

   In the Genesys Cloud CX Application data source, complete the Genesys Platform API Settings section. Omit the Amazon Kinesis Settings section.

4. Create a Genesys Cloud CX API Adapter

   The Genesys Cloud CX API Adapter connects to a region-specific Genesys Cloud CX API to receive call events and data.

Related topics 

Genesys Cloud Capture: Choosing an integration method for voice capture

Limitations - Genesys Cloud CX API event delivery