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.

Integration

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. SPAN ports are configured on the central Ethernet switches and ZOOM CallREC listens to those SPAN ports. The call recording is based on captured SIP signaling. Additional call related information is obtained from the Genesys CIM Platform using Genesys API's. This information includes, but is not limited to, the Agent IDs, Agent Names, SkillGroups and other contact center routing related data.

Supported Versions

Passive Recording – SIP protocol

  • Genesys CIM 7.5 with Genesys SIP Server
  • Genesys CIM 7.6 with Genesys SIP Server
  • Genesys CIM 8.0 with Genesys SIP Server

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