Frequently Asked Questions
Questions asked by customers related to deploying IAP
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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
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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.
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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 their own region.
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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.
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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.
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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.
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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.
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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.
IAP also supports SSO-JIT. -
I have multiple Genesys environments, can IAP play them all?
Yes, IAP can play all flavors of Genesys recordings. You can have Engage Premise, MultiCloud, PureConnect and Genesys Cloud CX all displayed within the same UI.