Configuration

This topic contains detailed configuration guidelines to enable call recording for Genesys Cloud:

Step	Reference	Description
1	Enable Recording and Voice Transcription	Configure the Genesys Cloud admin portal to enable Recording and Voice Transcription.
2	Configure AudioHook and OAuth Client	On the Genesys Admin Portal configure the AudioHook connection between Genesys and the Audio Connector, and then create a new OAuth client to use as authentication between Genesys and the Audio Connector.
3	Deploy the Genesys Cloud Media Integration (Uniphore Engineers Only)	A Uniphore Engineer will deploy the Genesys Cloud Media Integration for your account on the Uniphore Cloud Admin Portal.
4	Enable the AudioHook	Enable the AudioHook integration on the Genesys Cloud admin portal.

Note

This topic provides a number of setup and configuration steps using Genesys Cloud admin tools and processes. These are subject to regular changes and although the configuration steps covered here will be maintained to ensure the correct process is followed, there may be some differences present.
The configuration steps detailed in this topic should be performed by a suitably qualified Genesys engineer/administrator only. Uniphore recommends this is performed as an assisted/supervised install with a Uniphore engineer, please contact your Uniphore representative to discuss options.
In this topic we make reference to the online Genesys Documentation: https://developer.genesys.cloud

Configure AudioHook and OAuth Client

Create a New AudioHook Instance

Create a New OAuth Client

To Create a New OAuth Client:

Go to Genesys Cloud > Admin > Integrations > OAuth and click Add Client.
Enter a useful App Name, for example Uniphore OAuth Client.
Under Grant Types, select Client Credentials.
In the Roles tab, enable the employee role by enabling the toggle in the Assigned column.
Click Save.
Back in the Client Details tab find the Client ID and Client Secret, these will be needed later in the Deploy the Genesys Cloud Media Integration step (performed by Uniphore Engineers).

For more information on creating an OAuth client in Genesys, see Create an OAuth client by Genesys.

Enable Recording and Voice Transcription

Enable Recording in Genesys Cloud

Enable Voice Transcription in Genesys Cloud

Enable the AudioHook

Once the Genesys Cloud audio integration has been deployed on the Uniphore admin portal, the AudioHook needs to be enabled on the Genesys Cloud admin portal.

To Enable the AudioHook:

Go to Genesys Cloud > Admin > Integrations > Integrations and select Uniphore U-Assist AudioHook.
Go to the Configuration tab > Properties > Configuration URI and enter the Audiohook Endpoint, for example wss://api.cluster-region.cloud.uniphore.com/acr/genesys/messages.
Still in the Configuration tab, go to Credentials and select Configure.
Enter the API Key and Client Secret. Uniphore engineers will be able to provide these, these are the API Key and Secret used in the Deploy Media Integration step performed by Uniphore Engineers.
Click OK and then click Save.
Now Enable the Integration by using the Status toggle.