MSML and Switch Configuration

If you have not already configured recording in your environment, you will have to enable some Media Server Markup Language (MSML) services on the SIP server and create a new Directory Number (DN) with MSML parameters to allow it to pass events to the resource manager.

Note: Upland Transcription Service is currently only available for Genesys Engage telephony with SCV.

Enable MSML Services on the SIP Server

  1. Navigate to PROVISIONING | Environment | Applications and select your SIP Server.

  2. Under the Options tab, configure the TServer section as per the table below:

    Section Name Parameter Description and Value
    TServer msml-support Set to true to enable support of the call recording solution.
    TServer resource-management-by-rm

    Set to true to enable the call recording solution.

    Note: Resource monitoring and notification will be done by the Resource Manager (RM). SIP Server will contact Media Server through Resource Manager.
    TServer msml-record-support Set to true to enable SIP server utilizing the Genesys Voice Platform (GVP) as a media server through the MSML protocol for call recording.
    TServer record-consult-calls

    Set to true to record consult calls.

    Note: May optionally be set to false to disable this feature.
    TServer Recording-filename

    Specifies the file name for call recording when initiated by an agent. When this option contains a value, the generated fill name will be added as user data to the call with the GSIP_REC_FN key. When it hs no value, the file name will be the UUID of the call.

    Some example variables to generate this filename:

    • $ANI$ - The calling number

    • $DNIS$ - The called number

    • $DATE$ - The current date

    • $TIME$ - The current time

    • $CONNID$ - The connection ID of the call

    • $UUID$ - The UUID of the call

    • $AGENTID$ - The agent login ID

    • $AGENTDN$ - The DN where the call recording is initiated.

    Note: An example setting for this field: "$UUID$_$AGENTDN$_$ANI$_$DNIS$_$DATE$_$TIME$". This would set the saved file names for recordings as per the variable descriptions above.
    TServer sip-enable-two-party-mute Set this value to true. When set to true, enables muting and unmuting parties in two-way calls and two-party conferences are not directed to direct calls.

  3. Select Save & Close from the top menu banner to save your changes.

Create a MSML DN for VoIP Services

A new DN must be configured in the SIP Switch of type VoIP (Voice over IP Service), with MSML parameters applied to allow the DN to pass events to the resource manager.

  1. Navigate to PROVISIONING | Switching | Switches and select the SIP Switch.

  2. Under the DNs tab, find and select the MSML_Service entry.

    Note: Depending on how you have setup your environment, this entry may be located elsewhere or named differently.

  3. Click on the Options tab and configure the TServer parameters as follows:

    Section Parameter Description and Values
    TServer Contact

    Set this value to the Resource Manager's IP address and port. (e.g "sip:<IPaddress>:5078"). These values can be found in the Resource Manager's entry under Options | sip.transport | proxy
    TServer service-type Set to "msml"
    TServer prefix Set to "msml="
    TServer subscription-id Set to the name of the tenant environment to which this SIP Server belongs.
    TServer refer-enabled Set to false
    TServer make-call-rfc3725-flow Set to 1
    TServer ring-tone-on-make-call Set to false. If multiple resource managers are configured, then create multiple VoIP DNs of the service type "msml". In this case, the SIP Server will balance the load between the multiple resource managers.
    TServer sip-hold-rfc3264 Set to true
    TServer oos-check Set to 10
    TServer oos-force Set to 4

Configure the Media Control Platform (MCP)

  1. Navigate to PROVISIONING | Environment | Business Units/Sites | find your MCPGroup application.

  2. In the Options tab, search for the 'RTP Multichannel Recording Timeout' entry under the 'mpc' section, and set its value to 0.

    Note: Setting the timeout value to 0 prevents it from cutting the recording after a certain duration has elapsed.

  3. Click Save & Close from the top menu bar.

Additionally, if you have SpeechMiner enabled, you must add the following option:

  1. Navigate to the Options tab of your MCPGroup application as in the previous instruction.

  2. Under the MSML section, find the "record.enablesipfilerecording" option and set it to true.

  3. Click Save & Close from the top menu bar.

This parameter specifies whether SIP destinations can be requested together with a file destination. When set to true, SIP and file requests can be made simultaneously. This option is set to 'false' by default.

Turn on API-Voice-Recording

Within Genesys Web Services, which should be setup before proceeding, API voice recording must be set to true within the feature definitions JSON configuration file.

  1. Navigate to your Genesys Web Services install directory, and find the feature-definitions.json file within the config folder.

  2. Insert the following parameters:

    Copy 
            "id": "api-voice-recording",
            "displayName": "Voice API Recording",
            "description": "API for Voice Recording",
            "autoAssignOnContactCenterCreate": true

  3. Save your changes.