Genesys CIM Platform

The Genesys product suite delivers enterprise contact center technology and customer service capabilities. The Genesys Customer Interaction Management Platform is the core of the Genesys software suite and it represents the next step in how contact centers manage customer interactions. Paired with the ZOOM QM Suite, enterprise customers can benefit from a scalable and reliable Quality Management and Interaction Recording solution that provides actionable intelligence to the business.

Integration

Genesys SIP Server is the call routing element of the Genesys CIM Platform, processing the SIP signaling between the voice gateways and the agent IP phones. SPAN ports are configured on the central Ethernet switches and ZOOM CallREC listens to those SPAN ports. The recording is based on captured SIP signaling. Additional call related information is obtained from the Genesys Suite using Genesys APIs. This information includes but is not limited to the Agent IDs, Agent Names, Skill Groups and other call centre routing related data.
ZOOM CallREC can integrate with the Genesys CIM Platform on other supported IP-PBXs, including the Cisco Unified Communications Manager and BroadSoft BroadWorks. The voice platform is integrated with ZOOM CallREC using a platform dependent protocol, JTAPI or SIP in our case. Call routing related data is then obtained from the Genesys CIM Platform using Genesys's APIs.

Supported Versions