Genesys CIM Platform with Genesys SIP Server
Genesys delivers an open contact center platform design that can be integrated with more leading hardware and software systems than any other vendor. The Genesys Customer Interaction Management Platform is at the core of the customer contact center software solution that routes and processes interactions across your entire enterprise, connecting customers to the right resource – the first time. Full reporting and analytics software capabilities keeps the user informed and responsive to the changing needs of the business.
Genesys SIP Server is the call routing element of the Genesys CIM Platform, processing SIP signaling between the voice gateways and agent's IP phones. The Genesys Active Recording provides fully featured dual channel recording solution provided by SIP Server and Media Server. Media Server replicates the voice (RTP) data and makes them available to the recording server.Additional events and informationare provided by the T-Server part of the SIP Server. This information includes, but is not limited to, the Agent IDs, Agent Names, Skill Groups and other contact center routing related data.
Active Recording - Genesys Media Stream Replication
Enhanced Passive Recording - Genesys Voice Monitoring API
Passive Recording – SIP protocol