Simple Description of Getting an Interaction
Technical Description
How does IAP work?
Phase 1
Export information from Genesys environment
By utilizing the MLM function available within GAX for Engage Premise or RCBS for MultiCloud, an export schedule can be created which will query the GIR system for all interactions matching a specified criteria.
The output of the export contains the audio and its associated metadata file. Examples are publicly available at Genesys Documentation.
The archived files are saved in the location specified within the export task. IAP is then configured to access the customer's location. This can be a shared 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 metadata and translates it into database entries that 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 InteractionWhen a user selects an interaction to play, IAP can determine its location from the database tables and present 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 it 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 extraction, it is also set to 0. When the user attempts to retrieve 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 examining 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.