Specification and Requirements

This topic contains specifications and requirements to enable call recording for Genesys Cloud. Only specifications relevant to this Genesys integration are listed here.

Prerequisites

Prerequisites Customer Specific

Prerequisites Uniphore Specific

This Integration Guidelines topic assumes that:

A Tenant has been configured for the customer in Uniphore's Cloud Admin portal.
A U-Capture NG App has been deployed for the customer in Uniphore's Cloud Admin portal.

Call Recording Capabilities

Call Metadata

Integration Dependent Features

U-Capture	Genesys Cloud
Recording
Supported Media	Voice
Mono/Stereo Recording	Stereo
Record Internal Calls	N
Record Encrypted Calls	N/A
Supported Codecs	PCMU
Single Call Through Hold *	N
Device Enablement *	Automatic (user list refreshes every 24 hours)
Silence Suppression *	N
Discard Call on Silence	N
Audio Connector
Recommended Resiliency Model	3N
U‑Capture
Linked Calls	N
Blocklist	N
Screen Recording	N
Other Features
Requires CTI Feed to Record	N/A

* Just to clarify a few features:

Single Call Through Hold: When a call is put on hold the recording appears as a single recording or is split into multiple calls. If supported by the SRC, this will be supported by the integration, otherwise this is not supported.

Device Enablement: Indicates if new devices are automatically enabled or disabled for recording. Configurable – default is automatically enabled.

Silence Suppression: Recording of silence is suppressed. Only supported for the G.711 Codec. Not supported for SRTP.

Note

Features highlighted Y above are supported by U‑Capture. Certain features may not be supported by the telephony platform. For example, a trunk gateway is unlikely to send internal calls to the Collector.

Firewall Port Considerations

Unlike other U-Capture integrations, the Audio Connector integration with Genesys Cloud does not require ports to be configured.

Tested Configuration

Integration testing of a basic interop between Genesys Cloud and U-Capture (Audio Connector) has been performed. There are no known compatibility limitations for this integration with other recording types.

In this section:

Uniphore Customer Portal