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
- 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.