Author Topic: Verint SIPREC with Genesys CTI Correlation  (Read 2644 times)

Offline codebug

  • Newbie
  • *
  • Posts: 16
  • Karma: 0
Verint SIPREC with Genesys CTI Correlation
« on: August 17, 2016, 06:21:31 AM »
Hi
wondering if you anyone has some experience in Verint SIPREC implementation with Genesys CTI where the traffic is replicated from an SBC  that can help me.
This recording method is considered to be trunk side 
SIP+RTP  SBC to Verint
CTI Data Genesys  to Verint Via Genesys SDK 

so verint wont be able to correlate the Agent CTI data with the RTP+SIP call out of the box and require further customisation on the SBC and Genesys as i understand . i am familiar with Verint but no so much Genesys.

Essentially Verint needs to have a Unique ID attached to the CTI data to match the SIP trunk call to the genesys CTI call once the call gets established to the Agent

my thoughts

1. SBC to attach initial genesys GUUID  -
is this correct what ID is considered unique on genesys when the first call comes in  - does this also apply to outbound calls
2.SBC “copy” that ID  into a custom SIP header then ensure that it is preserved through the life of the call
3.Genesys to get this custom header and attach to user data
how would this be done exactly in Genesys ??
4.Verint to use Unique ID from the genesys user Data in the CTI feed to correlate the call

if you have some feedback would be much appreciated.





 

Offline hsujdik

  • Sr. Member
  • ****
  • Posts: 284
  • Karma: 14
    • Genesys Brasil
Re: Verint SIPREC with Genesys CTI Correlation
« Reply #1 on: January 25, 2017, 04:30:12 AM »
Hi, have you found the solution to this?

Offline Misayakagr

  • Newbie
  • *
  • Posts: 1
  • Karma: 0
Re: Verint SIPREC with Genesys CTI Correlation
« Reply #2 on: November 07, 2017, 06:40:49 PM »
It is a good thing and must be told.