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| <tt><Installation Directory>/target</tt>
 
| <tt><Installation Directory>/target</tt>
 
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Specify the following parameters only if the machine running RCBS cannot connect directly to Amazon S3 or the Interaction Recording Web Services address.
 
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{|
 
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! '''Parameter Name'''
 
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! '''Description'''
 
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! '''Example Value'''
 
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| awsProxyHost
 
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| Indicates the proxy host address to be used for Amazon Web Services. Specify only the host name or IP address.
 
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| <tt>10.0.1.31</tt>
 
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|-
 
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| awsProxyPort
 
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| Indicates the proxy port to be used for the corresponding '''awsProxyHost''' parameter to connect to Amazon Web Services.
 
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| <tt>8080</tt>
 
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|-
 
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| gwsProxyHost
 
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| Indicates the proxy host address to be used for Interaction Recording Web Services. The format is <tt><nowiki>http://proxyaddress</nowiki></tt>.
 
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|<tt> <nowiki>http://10.0.1.31</nowiki></tt>
 
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|-
 
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| gwsProxyPort
 
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| Indicates the proxy port to be used for the corresponding '''gwsProxyHost''' parameter to connect to Interaction Recording Web Services.
 
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| <tt>8080</tt>
 
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|}
 
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==Launch the Recording Cloud Backup Service==
 
==Launch the Recording Cloud Backup Service==
  

Revision as of 14:54, November 7, 2017

Recording Cloud Backup Service

The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice files (some or all) prior to their automated deletion as per the Cloud retention policy. All recordings will be deleted when maximum retention date is reached. Contact your Genesys professional for more details about your configured retention policy. It is strongly recommended that you create backup copies several weeks prior to the expected deletion date.

Important
  • RCBS connects to Genesys PureEngage Cloud with the HTTPS protocol. The address is provided by Genesys Customer Care when the software is provided. This connection occurs through the Internet and the recording metadata is sent through this connection.
  • RCBS connects to the Amazon S3 Service over HTTPS. This connection occurs through the Internet and encrypted recording files are sent through this connection. The S3 address is provided by Genesys Customer Care when the software is provided.
  • RCBS does not support MPLS.

Prerequisites

Before you can install and use the Recording Cloud Backup Service on your desktop, verify that you have the following information. Your IT department or your Genesys professional can help you get this information.

  • Windows Server 2008/2012 64-bit or Red Hat Enterprise Linux AS 6 Operating System with admin privileges (4 GB RAM, minimum 20 GB HD).
  • The Recording Cloud Backup Service software (minimum version 8.5.2xx.xx).
  • The target directory or shared folder in your environment to download the recording files to—for example, C:/target_directory (this is for the targetDir parameter).
  • The private key you used to initially configure the tenant for recording file encryption, so that those recording files can be decrypted (this is for decrypting the downloaded files).
  • The name of your Platform Administration tenant administrator account – (this is for the GWS_USERNAME environment variable). Usernames should be in the format username@customer_tenant.com.
  • The password for your Platform Administration tenant administrator account – (this is for the GWS_PASSWORD environment variable).
  • The path to your Java installation directory (for example, /usr/java/jre1.7.0_79) (this is for the JAVA_HOME environment variable). Java 7 is the current supported version.
  • Genesys will provide you with the following information:
    • The Interaction Recording Web Services URL to access the recording metadata—for example, https://example.com/api/v2 (this is for the gwsUriPrefix parameter).
    • The access ID for the S3 storage, used to gain access to the recordings – (this is for the AWS_ACCESS_KEY_ID environment variable).
    • The secret access key for the S3 storage, used to gain access to the recordings – (this is for the AWS_SECRET_ACCESS_KEY environment variable).

Request RCBS functionality

To request RCBS functionality, create a Salesforce case to request delivery of the software. Customer Care will provide an FTP download link to the software, and they will be in touch to request:

  • The public IP ranges for the network where the RCBS client software will be installed and from where access to recordings will be established.
  • A public PGP key so the Genesys Operations team can securely transfer the S3 storage access credentials to you, which are needed by the RCBS to access the recording storage location.

Configure the Recording Cloud Backup Service

After you have installed your software, you can configure the parameters needed to run the service in the config.properties file.

Locate your config.properties file, usually found in the Recording Cloud Backup Service installation directory, edit the file with a text editor, and set the following parameters:

Parameter Name Description Example Value
gwsUriPrefix The URL prefix of Interaction Recording Web Services where the metadata for the recording files are retrieved from. This is a mandatory parameter and will be provided by Genesys. https://example.com/api/v2
maxAge All recordings newer than the specified maxAge value, in days, are downloaded. You can specify any integer greater than or equal to 0 (0 is any age). Defaults is 2 which means that you retrieve all recordings from the last 2 days. If recordings have already been downloaded, they will not be downloaded again.

Note: RCBS allows a one-time download of past recordings given a specific time range. Refer to the minAge parameter for details on how to use the one-time download.

2
targetDir The directory where the recordings are downloaded to. This folder can be anywhere on the system as long as the account running the software has permission to write to the folder.

Note:

  • You must use the directory separator "/" (forward-slash) instead of "\" (back-slash) on both Windows and Linux.
  • RCBS supports the use of the UNC path for the targetDIR. For example, targetDir = //server_name/path.
 <Installation Directory>/target


Launch the Recording Cloud Backup Service

Once configured, before running the Recording Cloud Backup Service from the command line, set the following environment variables that correspond to your username/password and the given AWS keys:

  • GWS_USERNAME
  • GWS_PASSWORD
  • AWS_ACCESS_KEY_ID
  • AWS_SECRET_ACCESS_KEY

When the environment variables are set, access the RCBS installation directory CD (<installationfolder>) and use the following command line to start RCBS:

java –jar rp_clouddownload.jar –config config.properties

Important
Do not copy and paste the command from this document. Instead, manually type the command.

The tool exits when the backup is complete. Check your targetDir to ensure that the expected recordings have been downloaded.

For periodic downloads, Genesys recommends creating either a Linux cronjob, or scheduling a Windows task.

How to schedule a Windows task

For information on how to schedule or manage your tasks in Windows, see the Windows document. Don't forget to set your environment variables.

How to create a Linux cronjob

The following example illustrates how to configure the “crontab –e” for setting up the cronjob on Linux: 

AWS_ACCESS_KEY_ID=<access_id>
AWS_SECRET_ACCESS_KEY=<access_key>
GWS_PASSWORD=<gws_password>
GWS_USERNAME=<gws_username>
30 4,10,16,22 * * * (cd <installation_folder>; java -jar rp_clouddownload.jar -config config.properties)

Replace the above <access_id>, <access_key>, <gws_password>, <gws_username>, <installation_folder> with the actual values, and the job would be executed 4 times daily at 4:30, 10:30, 16:30 and 22:30.

Configuring your environment

Add all of the following to the environment variables, for the system from which you will be launching RCBS:

  • JAVA_HOME
  • AWS_ACCESS_KEY_ID
  • AWS_SECRET_ACCESS_KEY
  • GWS_USERNAME
  • GWS_PASSWORD

Install on Windows

1

Locate your software in the installation directory, and click setup.exe to start the Genesys Installation Wizard.

Follow through the wizard until finished making sure that you make note of the installation directory.

Check the installation directory and verify that the config.properties files is available.

Gir-backupservicewindowsverify.png

Install on Linux

1

In the installation directory, at the prompt, type ./install.sh.

Let the script install your software.

Decrypt the downloaded files

You will use OpenSSL to decrypt your recording files. You can download the software and following the instructions here.

To decrypt the downloaded files that are in encrypted format, use the following OpenSSL command: 

openssl cms –decrypt –inform DER -in <encrypted.file.bin> -binary -inkey <private_key_file> –out <outputfile>

where:
<encrypted.file.bin> is the file to be decrypted
<private_key_file> is the private key file
<outputfile> is the file that would be written after decryption

Important
  • When working with Windows, the OpenSSL binaries can be downloaded from: OpenSSL Binaries Distribution or Gnuwin32 OpenSSL
  • Windows binaries do not have cms enabled by default. For that reason, when working in a Windows environment use smime instead of cms in the command. For example, openssl smime -decrypt –inform DER -in <encrypted.file.der> -inkey <private_key_file> –out <outputfile>.

Advanced configuration

If you are an advanced user, you can change the behavior of the Recording Cloud Backup Service by changing the values of the parameters in the config.properties file.

[+] Show advanced parameters.

Recording metadata

Metadata is organized by records and can be used for finding specific calls from a larger downloaded group of recordings (for example, by searching for a particular string of text, perhaps the ‘callerPhoneNumber’). A record represents an single call interaction which may contain multiple calls and recording segments. A metadata record is uniquely identified (per switch) by a CallUUID (GUID).

The metadata record is stored in JSON format and contains three main sections within the top level object.

  • The interaction level attributes (the top level object's attributes)
  • The mediaFiles list—A list of media files connected to the call interaction
  • The eventHistory list—A list of call events including attached data events and agent left and join events.

[+] Show the properties and examples

Comments or questions about this documentation? Contact us for support!