Configure a custom algorithm on the SBC

Configure a custom algorithm on the Oracle SBC. The algorithm is implemented via Header Manipulation Rules (HMR). No other Oracle script or plugin is required, as all correlation between Genesys and Verint uses these HMRs.

Details for non-Oracle SBCs

The recording system has default logic to extract the desired correlation value for Oracle SBCs, but non-Oracle SBCs require additional configuration.

  1. A custom attribute named "x-inin-cnv" with a type of String64 must be created.

  2. The SIPREC adapter must be configured with a custom mapping to extract the scripted header data from the SIPREC XML and tag it to the custom attribute.

Refer to the Recorder Configuration and Administration Guide for details on creating custom attributes and mapping event data from the SIPREC adapter.

Procedure 

  1. Configure an incoming HMR on the Genesys Cloud CX-ENT realm:

    1. Check to see if the SIP header “x-inin-cnv” is present in the INVITE request or response.

    2. If present, copy the header name and value to a new “x-inin-cnv” a-line in SDP.

  2. The SBC starts a session, and copies SDP to the SIPREC INVITE.

  3. Configure an outgoing HMR on the Verint-ENT realm:

    1. Check to see if the SDP a-line “a=x-inin-cnv” is present in the INVITE request.

    2. Copy x-inin-cnv from the SDP a-line to SIPREC Extension Metadata.

    3. Delete the SDP x-inin-cnv a-line.

  4. Configure an outgoing HMR on the SIP Trunks to Verint:

    1. Check to see if the SDP a-line “a=x-inin-cnv” is present in INVITE request.

    2. Delete the SDP x-inin-cnv a-line.

When adding the “x-inin-cnv” line to the SIPREC SDP .xml, place it within the participant > extensiondata tags, as follows:

<recording xmlns='urn:ietf:params:xml:ns:recording'>

<participant id="participant_id" session="session_id">

<extensiondata xmlns:apkt="http://acmepacket.com/siprec/extensiondata">

<apkt:callingParty>true</apkt:callingParty>

<apkt:request-uri>some_request_uri</apkt:request-uri>

<apkt:realm>CloudCX-ENT</apkt:realm>

<apkt:header label="x-inin-cnv">

<value>some_coversation_id</value>

</apkt:header>

</extensiondata>

</participant>

</recording>

What to do next 

Create a member group for BYOC Genesys Cloud CX

Related topics 

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