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.
The Genesys integration is only available when using Cisco network-based recording with JTAPI.
The Cisco Genesys integration is built -in into your standard Verba Recording System 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, then the system will start to collect collecting that data tooas well.
In order to read the data of custom attached user fields from Genesys, in the Genesys Metadata Template use the "UserData." prefix in the Property Id. For example: UserData.MyField
After a Genesys Metadata Template changed, the affected Verba Cisco JTAPI Service(s) have to be restarted on the Recorder Recording Server(s).