Workflow: Deliver Genesys Cloud events using Amazon EventBridge (method 2)

Follow this workflow to enable delivery of CTI call event from Genesys Cloud CX using an Amazon EventBridge.

Before you begin 

Configure Genesys Cloud to deliver call audio using one of the deployment 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. Configure Genesys Cloud to Publish CTI Events to EventBridge

   To enable Verint to capture interactions, you must configure your Genesys Cloud account to publish CTI events to Amazon EventBridge in your AWS account. Genesys refers to this as the EventBridge integration.

2. 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.

3. Create a data source for Genesys Cloud CX.

   To configure the Genesys Cloud CX Application data source for the EventBridge event delivery method, complete the Amazon Kinesis Settings. Omit the Genesys Platform API Settings

4. Create the Verint EventBridge Adapter for Genesys Cloud

   The Genesys EventBridge Adapter acts as a Kinesis client. It connects to the specified Amazon Kinesis Data Stream, reads incoming CTI event records, parses the data, and sends the processed information to Verint for tracking and recording.

Related topics 

Genesys Cloud Capture: Choosing an integration method for voice capture

Limitations - Genesys Cloud CX EventBridge event delivery