Integration Overview

Versions Supported: 7.6-8.1

The Genesys T-Server integration provides a real-time CTI stream of station- and agent-related events from the PBX. This CTI data can then be paired with an audio recording method to provide recorded calls with additional metadata that would not otherwise be available to NICE Uptivity.

The information provided by the Genesys T-Server is flexible enough to be used with most audio recording methods, including trunk-side, station-side, VoIP, and PBX-specific methods.

The following image shows a general architectural example of the Genesys T-Server integration; the audio integration is not detailed.

Component

Function
PBX Provides call routing, control, and ACD functions for agents. Sends all call control events to the Genesys T-Server. May also provide audio directly to NICE Uptivity.
Genesys T-Server Receives call control events and business data and provides a CTI interface to NICE Uptivity.
NICE Uptivity Server(s) Receives audio from the selected audio acquisition integration (such as trunk-side, station-side, PBX-specific, and so forth). Receives call control events from the T-Server to provide recording triggers and call metadata. Associates metadata with audio and screen recordings (if applicable). Manages storage of completed files and generates call records in the NICE Uptivity database. Provides user interface to NICE Uptivity through the Web Portal.

Need-to-Knows

This integration provides a CTI source only. A separate integration is required for audio acquisition, and that integration should be completed before the Genesys T-Server integration. The information provided by the Genesys system is flexible enough to be used with most audio recording methods, including passive VoIP, trunk side and station side TDM, and PBX specific methods. Consult the appropriate customer guide for knowledge and procedures related to audio acquisition.

Customer Responsibilities

You are responsible for supplying the physical connection(s), IP connection(s), or both to your telephone system and LAN, as well as any licensing required by Genesys. You may also be responsible for configuring Genesys system components to support the recording integration. See your specific integration in the Customer Integration Tasks section for additional information.

Genesys Requirements

Hardware and Software

Review Genesys documentation for hardware and system software specifications. This integration requires:

  • Genesys T-Server

These requirements are in addition to the audio source requirements; refer to the relevant customer guide for details.

Licensing

Licensing requirements are determined by Genesys and are subject to change. Consult your Genesys vendor for details. This integration typically requires additional licensing for monitoring functionality, including:

  • One (1) tserver_tdn license for each device that will be monitored

  • One (1) tserver_sdn license for each agent that will be monitored

NICE Uptivity Requirements

The NICE Uptivity hardware and software requirements are specified in the customer guide for the specific audio source integration. Those guides also explain the licensing requirements. No additional NICE Uptivity licensing is needed.

Customer Integration Tasks Overview

  1. Perform any required configurations for the audio source integration. See the applicable recording integration customer guide for more information.
  2. Verify the T-Server Switch Link.
  3. Verify T-Server Licensing.
  4. Verify the DN List.
  5. Provide the NICE Uptivity installation team with a list of the extensions or ACD groups to be monitored.

 

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