The Verba Recording System supports direct Genesys integration as part of the Verba Cisco JTAPI Service. Using this integration the recording system provides access to Genesys specific call data.
Collected Genesys parameters (configurable)
- Call Type
- This Party
- This Party Role
- This Party Queue
- This Party Trunk
- Other Party
- Other Party Role
- Other Party Queue
- Other Party Trunk
- Call UUID
Configuring the Cisco Central Recording Service for Genesys integration
The Cisco Genesys integration is built into your standard Verba solution.
Step 1 - The metadata is stored in a pre-configured metadata template. To use the built-in Cisco Genesys template, associate it with the desired Verba user group (the group where your Genesys agents and supervisors are) via the following web interface configuration page: Users / Groups / <select a group> / Metadata Template Association
The collected data is configurable in the Metadata Template, thus if you change the Property Id of the fields or add new fields to the template, the system will start collecting that data as well.Step 2 - On the Verba web interface, navigate to System / Servers, select the Recording Server where the Verba Cisco JTAPI Service is enabled.
Step 3 - Click on the Change Configuration Settings tab and expand the Cisco JTAPI Configuration / Cisco Genesys Integration section.
Step 4 - Fill out the configuration fields according to the table below.
|Genesys T-Server IP(s)|
After clicking on the gear icon at the end of the line, the following fields can be configured:
|Target Genesys Field for Verba Call ID||Verba will attach the Verba Call ID to this Genesys User Data Field.|
Step 5 - Click on theicon to save your settings.
Step 6 - The system will notify you that the changes need to be applied to the server by restarting the involved services or rereading the new configuration. Execute the required tasks.
After executing the steps above, Genesys related metadata will be collected for all new calls. Check Call Details.