NICE voice recorder & Genesys

[Steve]

Has anyone installed NICE voice recorders with Genesys and if so how is it configured in Configuration Manager? For info we are using Genesys 6.1 and a Definity G3R running version 9 operating software.

[Vic]

It depends on how you use it, but in general there is no ned to add it to CME.
What you do have to think about is how to connect it to TServer and what data to take to identified the call.

Nice usually is placed behind the PBX and in front of IVR, recording all the trunks and conversation taken on that trunk. Even if you do ot have an interface with Genesys you can still identify the call by the trunk number. Needless to say, if you have a multisite environment and you have only a single logger on your primary site then you are up for a lot of headaches trying to figure out how to identify a call that went to a different site, since trunk number would be different there.

You can solve that plus make your search a lot easier later on by using a driver for Genesys to pass along Genesys ConnID and attach data to the logger entry, making it traceable later on, even if it went to a different site.

But from the look of things, you have a sinle site environment, so why even both to connect it to Genesys?

[Steve]

Thanks for that. I did manage to get the recorder to connect directly to TServer.

[Grzegorz Ostrowski]

What needs to be done to connect it to TServer?