Yep, we have that pattern. It was a fairly hefty piece of working mostly around call correlation. I believe that is mostly due to our Genesys SIP environment (Separate SIPS for IVR/Queueuing vs Agent vs Outbound Campaign and then Business Continuity load balanced for each of these) and required addition of custom keys at the SBC as well as a customisation to WDE to attach a KVP for manual outbound calls, with supporting configuration on the SBCs to support mapping this between sip headers and userdata. Fun!
Note we are using SIP Trunk Delivery (SIPREC) from Oracle/ACME SBCs rather than the other methods. The Verint Genesys Integration with Recorder Guide does a decent job of outlining the solution though.
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Jason McLennan
Commonwealth Bank of Australia
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Original Message:
Sent: 03-10-2020 16:53
From: Shashi Gangadharappa
Subject: Verint Recording Integration
Hi,
Just wanted have quick check on Genesys SIP to Verint Call Recording integration as i have few question on this architecture. Any one here worked on this integration?
#ArchitectureandDesign
#Integrations
#SIP/VolP
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Shashi Gangadharappa
First Data
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