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Genesys Direct-to-Transcript Configuration

The Genesys PureConnect implementation detailed here is an instance of an on-site Direct-to-Transcript deployment. The Session Initiation Protocol (SIP) events and Real-time Transport Protocol (RTP) packets are provided by the Session Border Controller (SBC) and the metadata is provided through the ICELib CTI interface on a separate Windows server. The sections below detail how OrecX Audio and Voci Adapter are configured for Genesys:

Genesys_PureConnect___Full_On-prem_7_.png

Note

The addresses in the image above are generic and included to match the addresses in the configuration samples below. The samples must be altered according to the DtT server environment and the real-time analytics application.

OrecX Audio config.xml Configuration
<config>
<!-- 
The "AudioOutputPath" attribute specifies the standard location of the 
orkaudio audio files. The specified directory should also be defined 
in the vociadapter custom.cfg configuration file. 
-->
    <AudioOutputPath>/var/log/orkaudio/audio</AudioOutputPath>

<!-- 
The following configuration attributes specify the audio acquisition 
type:
-->
    <CapturePlugin>liborksipua.so</CapturePlugin>
    <CapturePluginPath>/usr/lib</CapturePluginPath>

<!-- 
The following configuration attributes specify the audio format to use, 
possible values to choose from include: native, gsm, ulaw, alaw, pcmwav. 
Five9 delivers 2-channel stereo audio.
-->
    <StorageAudioFormat>ulaw</StorageAudioFormat>
    <StereoRecording>true</StereoRecording>
    <TapeNumChannels>2</TapeNumChannels>

<!-- 
The "AudioOutputEnable" attribute specifies that audio should never 
be captured to storage:
-->
    <AudioOutputEnable>false</AudioOutputEnable>

<!-- 
The "DeleteNativeFile" attribute determines whether to keep native 
audio files in addition to compressed.
Change the value to "no" if you want to keep native and compressed
audio files. Native files should be deleted under most circumstances.
-->
    <DeleteNativeFile>yes</DeleteNativeFile>

<!-- 
The following attributes are for configuring network settings:
-->
    <TrackerHostname>localhost</TrackerHostname>
    <TrackerTcpPort>8080</TrackerTcpPort>

<!-- 
The following attributes are for configuring recording settings:
-->
    <CapturePortFilters>LiveMonitoring</CapturePortFilters>
    <TapeProcessors>BatchProcessing, Reporting</TapeProcessors>
    <BatchProcessingEnhancePriority>true</BatchProcessingEnhancePriority>

<!-- 
The following configuration attributes are for audio file permissions:
-->
    <AudioFileOwner>tomcat</AudioFileOwner>
    <AudioFileGroup>tomcat</AudioFileGroup>
    <AudioFilePermissions>644</AudioFilePermissions>
    <AudioOutPutEnable>false</AudioOutPutEnable>

<!-- 
The following configuration attributes are specific to the Session 
Board Controller (SBC):
-->
    <SipUAPlugin>
        <SipMode>SiprecAcme</SipMode>
        <SdpOfferAnswerMode>true</SdpOfferAnswerMode>
        <SupportFeatures>resource-priority,siprec</SupportFeatures>

<!-- 
Specify the (external) IP address of the server running orkaudio:
-->
        <Contact>12.123.45.67</Contact>

<!-- 
The following configuration attributes specify that metadata will 
be provided by the Genesys CTI interface. 
-->
        <CtiDrivenEnable>true</CtiDrivenEnable>
        <CtiDrivenMatchingCriteria>ctiremoteparty</CtiDrivenMatchingCriteria>
        <RtpSessionTimeoutSec>3</RtpSessionTimeoutSec>
    </SipUAPlugin>
    <VoIpPlugin>
        <PcapSocketBufferSize>67108864</PcapSocketBufferSize>
    </VoIpPlugin>
</config>
Voci Adapter custom.cfg Configuration
[Adapter]
# The "loglevel" parameter controls the amount of detail in log entries. Possible values include debug (default), info, and error. 
# It is set to "debug" in this sample for testing purposes.
loglevel = debug

# The value of the "logdir" parameter should indicate the absolute path to the logging directory. 
logdir = /var/log/vociadapter

# # The value of the "handlers" parameter specifies which handlers to use.
handlers = LiveCall

# The "numlogfiles" parameter specifies the maximum number of log files to keep.
numlogfiles = 10

[Recorder]
# The "server" parameter in the [Recorder] section requires the hostname of the OrecX server to receive call events. orkaudio is on the same server as 
# vociadapter in this configuration.
server = localhost

# The "audiodir" parameter specifies the directory where vociadapter looks for audio files. The directory defined below is the standard location for 
# orkaudio audio files.
audiodir = /var/log/orkaudio/audio


# Possible values for agentonchannel0 now are:
#  always  : the agent is on channel 0 regardless of call direction
#  never   : the agent is on channel 1 regardless of call direction
#  inbound : the agent is on channel 0 for inbound calls only
#  outbound: the agent is on channel 0 for outbound calls only
agentonchannel0 = outbound

[LiveCall]
# The "server" parameter in a handler section requires the hostname of the V‑Blaze server to transcribe audio/utterances.
server = client-v-blaze.com

# The "actions" parameter defines the list of actions for the handler to use. The value defined below refers to the [LivePostToCobot] actions 
# list in the following section.
actions = LivePostToCobot

# The "filters" parameter specifies which filter configurations to call. The value defined below refers to the [LocalPartyFilter] configuration 
# at the end of this sample.
filters = LocalPartyFilter

# The following transcription parameters are passed to the V-Blaze API. Refer to V‑Blaze Transcription Parameters in the V‑Blaze 
# API Guide for more information.
scrubtext = true
gender = true
redact = true
emotion = true
activitylevel = 50
uttminactivity = 250
uttmaxsilence = 500
uttpadding = 250
uttmaxtime=15
uttmaxgap=0

[LocalPartyFilter]
# The following filter ensures that vociadapter only processes calls with Genesys CIT data. Refer to Configuring Filters in the Direct-to-Transcript Installation Guide 
# for more information.
# on Voci Adapter filters.
filter = EventFilter
pureconnectcallid =

[LivePostToCobot]
# The value of the "action" parameter should specify the filename of a python script containing instructions for that action. 
# "LogTranscript", "LogUtterances", "SlackLiveUtterances", "PostZipToVSpark", and "SendUttStats" are included with Voci Adapter. 
action    = SendUttDataToCobot

# The "formatter" parameter controls the output format. "TextFormatter" and "JsonFormatter" are included with Voci Adapter.
formatter = TextFormatter

# The following parameters are specific to the endpoint receiving the utterances.
clientid  = GenesysClient1
url       = https://real-time-analytics.com/endpoint
apitoken  = aaaa-aaaa-aaaa-aaaa