Overview of capture from Genesys Cloud BYOC

With a BYOC (Bring Your Own Carrier) deployment, you can define SIP Trunks between Genesys Cloud and third-party devices or services. BYOC is available according to where the connection to Genesys Cloud CX API terminates: BYOC Premises, BYOC Cloud, or both (known as hybrid).

In this type of deployment, the customer interactions are captured from a Session Border Controller (SBC). You must define custom Header Manipulation Rules on the Oracle SBC to capture the correlation information and record the call with SIPREC IP Delivery. The Genesys Cloud CX API provides a real-time event feed and correlation between the API and the CTI stream. The Genesys Cloud CX API is a RESTful API that acts as the primary application interface to Genesys Cloud CX.

In addition, Genesys Cloud offers two methods for delivering CTI event data to Verint capture—WebSockets and Amazon EventBridge.

The components to configure for real-time audio streaming and event delivery are depicted below.

Genesys Cloud services

Genesys PureCloud Overview

Genesys Cloud services with EventBridge

Genesys SIPREC and EventBridge