RegionsGenesys MultiCloud® interactions can be segmented by region.
Especially for multi site customers this becomes vital to allow segmentation of interactions where they require each region to only have access to their own recordings.
Each region may also require their own specific encryption file.
IAP offers a setable option, at the user level, where each user can be limited to their own specific region, or alternatively, allow them to view interactions for all regions.
Attached Data SearchGenesys MultiCloud® interactions can contain attached data in the form of key/value pairs. This information can contain various pieces of important information such as :
- Customer Contact ID
- Account Number
- Product Types
- Business Result
- Various pieces of queueing information
- Etc... IAP allows users to search by these key/value pairs. The returned result will contain all interactions which match the criteria, within the selected date/time range.
Screen shot examples
Each implementation is unique. Pricing depends upon many factors.
- Total number of interactions to be processed
- Fixed number or ongoing archives.
- Number of attached data key/value pairs per call
- Where will IAP be located, Premise or Cloud
How does IAP work ?
The output of the export contains the audio and its associated metadata file.
Examples are publically available at Genesys Documentation
The archived files are saved in the location specified within the MLM extract task. IAP is then configured to access the customer's location. This can be a share network drive, Local storage or cloud storage media such as AWS S3 or Azure Blob.
Phase 2 - Process Server. - IAP contains a processServer task which accesses the metdata and translates it into database entries which it then uses to populate the user interface.
The process can be run at any interval.
Using the destination value, and the values within the metadata, IAP can then determine the location of the relevant media file.
Phase 3- Playing an Interaction When a user selects an interaction to play, IAP can determine its location from the database tables and presents it within the media player.
Tracking failed recordings.
In the unlikely event that the recording failed, the metadata will still be created and IAP would process the call as normal. However there will be 0 bytes of audio to play.
When new interactions are processed by IAP it assigns two values to each call which is uses to track these events.
Reviewed - During the processServer extraction this value is set to 0, when a user plays the call it is then set to 1.
Valid - During the processServer extractin is is also set to 0. When the user attempts to retrive the interaction from the storage medium, IAP will calculate the file size.
Successful Call. Reviewed is set to 1 and Valid is also set to 1.
Unsuccessful Call. Reviewed is set to 1, however the valid remains at 0 indicating an unsuccessful call.
For S3 storage installations this is achieved by examaning the returned metadata from the request. The content-length value returned by AWS is used to determine if the call is valid or not.
If the content-length is greater than 0 this would indicate there has been audio saved for this call. However, zero indicates no audio was saved to the storage medium. For Premise installations this is achieved by checking the filesize on the storage medium.
Users, with the appropriate roles and permissions, can view a list of all failed calls.
They can then examine the original metadata as saved by the MLM function and take appropriate action.
Frequently Asked Questions
Questions asked by customers related to deploying IAP
Can IAP play my encrypted calls ?
Yes, Calls recorded with Genesys Interaction Recording (GIR) can be either saved as encrypted or non encrypted. IAP will know if the call is encrypted or not during its main processServer activity. If the call is encrypted, when it is requested to be played, IAP will fetch the original encryption key and use this to unencrypt the interaction
Can I have my archive in my own cloud environment ?
Yes, IAP can be hosted in a cloud environment. As long as it has access to the storage where the interactions have been saved then it will be able to play them.
I have agents in different regions, I only want them to see their own regional interactions
By setting a user permission within IAP you can limit them to thier own region.
We have multiple Genesys Cloud CX environments with many divisions, can I limit what users see ?
Users can be set to view their own Division or All divisions.
Do Interaction Solutions provide hardware for my archives.
No, we do not provide any hardware for premise implementations. We can, however, host IAP in our own AWS environment.
How long does it take to install IAP ?
Implementation time is totally dependant upon the size and complexity of the project. A customer with with just a few million interactions can expect the project to be completed within 10 business days from us getting access to the servers.
I have sensitive data in my interaction details, how is this protected
All data is hosted by the customer. We will never host or store customer data locally. The customer is responsible for their own data security.
I need a Single Sign On (SSO) is it avaialable ?
Yes, we can configure IAP to use SSO with the customer as the identify provider.