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

Follow this workflow to connect the Session Border Controller (SBC) in a Bring Your Own Carrier (BYOC) Genesys Cloud platform to the Verint Recorder so that you can capture the audio from your customer engagements. This solution captures completed interactions. Complete this workflow before you configure event delivery using either the Genesys Cloud CX API or Amazon EventBridge.

Before you begin 

Install and configure Genesys Cloud CX, and establish credentials that can be used to connect to the Genesys Cloud CX API.

Workflow 

  1. Set up the Recorders

    For the Recorder to request data from the Session Border Controller (SBC) on a Bring Your Own Carrier (BYOC) Genesys Cloud platform, and to store the content it receives, assign the required service roles.

  2. Create a Genesys Cloud CX OAuth client

    To authorize the Verint Adapter to access information in Genesys Cloud CX, add an authorized OAuth application client.

  3. Create a data source for BYOC Genesys Cloud CX

    The Application data source for Genesys Cloud CX contains the parameters necessary to connect to the Genesys Cloud CX platform.

  4. Create a member group for BYOC Genesys Cloud CX

    Create a Gateway Side Correlation Pool member group within the Genesys Cloud CX data source to define the type of recording. The keys used for correlation are "ConversationId" (from CTI) and "x-inin-cnv" (from SIPREC recording).

  5. Add employees to the data source for BYOC Genesys Cloud CX

    In Verint User Management, create an employee for each person (agent) that you want to capture. Then, associate the employee to the capture profile.

  6. Create a SIPREC Adapter

    Create a Generic SIPREC adapter to support the retrieval of custom tags in SIP headers or SIPREC metadata in SIP Trunk Recording.

  7. Depending on how Genesys Cloud is configured to send events to Verint, do one of the following workflows:

Related topics 

Overview of capture from Genesys Cloud BYOC

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