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  • 1.  Secure Pause API License Requirements

    Posted 05-16-2022 17:07
    Edited by Chris Mayo 05-18-2022 14:19
    Hopefully, someone on the Genesys Team can confirm whether the upcoming feature Ability to Secure Pause Recording of Other User's Conversations will still require the participants to have a GCx minimum license? This is in the API and looks to be a great addition but we're curious about the licensing requirements. We have noted that in some testing with the Secure Pause API, a GCx is not required to be able to initiate a secure pause session from a custom UI, the license requirement is not always enforced. We, of course, always require this for production to assure compliance with the EULA (as we've understood it at least).

    Your feedback will be much appreciated! Thanks

    #Roadmap/NewFeatures
    #Architectureandtechnology

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    Chris Mayo
    Director, Professional Services
    ConvergeOne
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    ​​


  • 2.  RE: Secure Pause API License Requirements

    Posted 05-18-2022 17:57
    Some added context here. We set up a test for a Communicate only user, we're set to record all calls, and that user placed an outbound call and the call was successfully recorded and is accessible for supervisor review. This org does have CX3 available but is definitely not assigned to this test user. And again, the Secure Pause API add-in bit also works without any CXx license.

    We're really not just trying to be cheap but the use case for them, for these non-ACD users, has a large financial impact if they have to provide CXx licenses for all these non-acd users to legally provide the recording and secure pause. GCloud is definitely not enforcing this if it is intended to.

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    Chris Mayo
    Director, Professional Services - Genesys
    ConvergeOne
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  • 3.  RE: Secure Pause API License Requirements

    GENESYS
    Posted 05-18-2022 19:14
    Hi Chris, 

    It is intended for all users and configurations as recording is available across all tiers. Hope that clarifies.

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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  • 4.  RE: Secure Pause API License Requirements

    Posted 05-19-2022 09:42
    Thanks, Cameron. I hate to say it but no, it does not.

    1. Licensing documentation implies that a CXx license is required for a user to be recorded under a policy, to allow supervisory review of the recording, and to use secure pause (via API).
    2. Functionally, there is no enforcement of this license requirement. The above functionality is available to users with Communicate licensing only.

    We really need an official statement from Genesys.
    • Is #1 above true?
    • Is the lack of the implied license requirement enforcement "broken"?
    • Should we consider that if something works then it's within the spirit of the EULA? And therefore​ considered "legal", regardless of published license requirements?

    Thanks!​​​​

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    Chris Mayo
    Director, Professional Services - Genesys
    ConvergeOne
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  • 5.  RE: Secure Pause API License Requirements

    GENESYS
    Posted 05-19-2022 12:47
    Hi Chris,

    You are indeed correct on #1. "Interaction Recording" requires CX1 license. However, policy-based recordings are captured through trunk-side.  So in addition to capturing all the usual ACD calls, it would also be capturing any calls thru that trunk – regardless whether the call participant may be a CXx user or just a Communicate user. 
    ​​
    Genesys Cloud's positioning has been, and continues to be, that capturing of such policy-based recordings from Communicate users are allowed, even without a CX1 license on them.  So we do not consider that as breaking the EULA.  However, accessing these Interactions and recordings (e.g. Interactions search, and playback recordings in Interaction Details View) are enforced with permissions that require CX1 licenses, so Communicate users won't be able to access the recordings themselves.

    Consistent with the above, we are not enforcing the action of Secure Pause of a call to require a CX license.  If you are to use Secure Pause for Others endpoint on a call that has no CX user participants, we do not consider that as breaking the EULA either.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 6.  RE: Secure Pause API License Requirements

    Posted 05-19-2022 14:38
    Edited by Chris Mayo 05-19-2022 14:41
    Thanks, Daniel! That definitely clears it up.

    Can you also post these details to my thread on the developer forum so we can close that loop fro everyone as well?

    Thanks again, @Daniel Ho

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    Chris Mayo
    Director, Professional Services - Genesys
    ConvergeOne
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