Full integration With Genesys's Platform

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CIS Call Recording Solution For Genesys

CIS is a proud member of the “Genesys Partner Network” program. In accordance with the program, CIS leads a full interoperable integration with all Genesys’s platforms to provide the optimal world-class services to all of its customers worldwide.

CIS provides with advanced call and screen recording, mobile and voice analytics solutions, and many more. the system is fully integrated with all Genesys’s platforms, with a simple, reliable and advanced interface.

Genesys Partner CIS recording

Genesys Active & Passive Recording principle

Crystal Quality, call recording systems, integrate all Genesys platforms. It mainly works in two modes:

  1. Passive Mode.

Passive recording and optional connection to CTI  T-server.

  1. Active Mode.

Active recording without the need of port mirroring – as described on this document.

genesys record system company
The system can record and manage

Voice, Screen, Mobile calls and text in an All-In-One system

VoIP Termination Active Recording

(Through Genesys SIP Server and MCP)

genesys system cis

How Does CIS Interface With Genesys's Platform?

  1. CQ will be simulated as a group of virtual SIP extensions and registered on Genesys SIP Server and MCP via the SIP trunk.
  2. CQ Proxy interacts with a Genesys CTI server(T-Server), which in turn interacts with Genesys. CQ Proxy uses the Call Control Services, specifically the TLib of Genesys T-Server to receive event reports and call information concerning particular stations, agents, and agent hunt/skill groups, and can use those event reports as recording triggers.
  3. All of agent extensions which need to be recorded will be configured as “Automated” or “Record on Demand”
  4. Once a telephone conversation is started, the recording will be triggered
  5. The CQ Recording Server contains two network interfaces, one of which is for communicating with the Genesys SIP Server and the other is for receiving RTP traffic from the Genesys MCP.
  6. For full time and scheduled recording, CQ records a call by dynamically programming a SIP Device and Media Control API station to service observe the station to be recorded. In both cases, since the IP address of the SIP Device and Media Control API station is that of the CQ server, the audio portion of the call is directed to the CQ server and can thus be recorded.

Top 5 reasons to use Crystal Quality for call centers who are using Genesys:

1. Crystal Quality – CQ is a recording software developed by CIS which provides an advanced, reliable, and user-friendly interface.
2. Costs – CQ is offered in several convenient pricing plans so you can choose the one most suitable for your needs which will provide the most benefits and at a minimum cost.
3. All In One Solution- CIS provides different types of recording systems for enterprises and SMB, including call recording, screen recording, and mobile recording, CQ can also integrate with CRM and more.
4. Full Backup – CQ includes a free full backup in up to 3 locations. The backup is flexible and can be scheduled.
5. Compliance – CIS provides regulate solution compliance with PCI-DSS and covers MiFid recording as needed.

Our Joint Solution

CIS is a Genesys partner and has various integration solutions with all of Genesys’s communication platform.

if you’d like to hear more, please contact us here