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Recording Cloud Backup Service

The Recording Cloud Backup Service (RCBS) allows you to make a backup copy of your Genesys Interaction Recording voice and/or screen recording files prior to their automated deletion as per the Cloud retention policy. Once installed, you can securely download the encrypted voice and screen recording files from Amazon S3 and their respective metadata files from PureEngage and store them on your local machines. The recording file can then be decrypted and used as desired, for example, for compliance.

Important
  • Unless backed up, all recordings will be deleted when maximum retention date is reached.
  • RCBS will only work with encrypted recordings. Therefore, ensure encryption is enabled.
  • 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 prerequisites. 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 hard drive (the amount of space required depends on the number of recordings to be downloaded).
  • 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 recording file encryption, so that the 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.

Security

The recording files are encrypted throughout the media lifecycle. After the recording files are created, they are encrypted and stored in Amazon S3. RCBS securely transfers the encrypted recordings from S3 to your local machine by using the HTTPS internet protocol. The recordings can be decrypted only on your local machine.

Getting Started

The following sections explain how to request RCBS functionality and install the software on Windows and Linux environments.

Requesting 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.

Once the software has been delivered, 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).

Installing 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 file is available.

Gir-backupservicewindowsverify.png

Installing on Linux

1

The glibc.i686 package is required to install RCBS. To install glibc.i686, run the following command: yum install glibc.i686

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

Let the script install your software.

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

Configuration and Setup

The following sections explain the configuration properties and environment variables to set for proper functioning of RCBS.

Configuration Properties

The following properties must be modified to successfully retrieve recording files from Amazon S3. Locate your config.properties file, usually found in the 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 is 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). The default value is 2, which means that all recordings from the last 2 days will be retrieved. If recordings have already been downloaded, they will not be downloaded again.

Note: If recordings are moved from their downloaded folder (targetDir), they will be downloaded again when RCBS is run. To ensure recordings are not downloaded more than once, only move recordings from this folder once maxAge days have passed since RCBS was last run.

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

Note:

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

Specify the following parameters only if the machine running RCBS cannot connect directly to Amazon S3 or the Interaction Recording Web Services address.

Parameter Name Description Example Value
awsProxyHost Indicates the proxy host address to be used for Amazon Web Services. Specify only the host name or IP address. 10.0.1.31
awsProxyPort Indicates the proxy port to be used for the corresponding awsProxyHost parameter to connect to Amazon Web Services. 8080
gwsProxyHost Indicates the proxy host address to be used for Interaction Recording Web Services. The format is http://proxyaddress. http://10.0.1.31
gwsProxyPort Indicates the proxy port to be used for the corresponding gwsProxyHost parameter to connect to Interaction Recording Web Services. 8080

Environment Variables

Once configured, before running the Recording Cloud Backup Service from the command line, the following environment variables must be set based on those provided earlier:

  • GWS_USERNAME
  • GWS_PASSWORD
  • AWS_ACCESS_KEY_ID
  • AWS_SECRET_ACCESS_KEY

Launching the Recording Cloud Backup Service

After the config.properties file has been modified and the environment variables are set, access the RCBS installation directory and type 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.

Once RCBS is complete, the status of the downloaded files is displayed as shown in the following image.

Gir rcbsinstallation.png

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

The recording files are organized by date. In the below example, the target_download_folder/Tenant_21-86_GIR_Team/2015/09/ is followed by folders with a variety of dates.

Gir rcbsinstallation2.png

Scheduling backup

The following sections explain how to schedule a backup.

How to schedule a Windows task

For information on how to schedule or manage your tasks in Windows, see the Windows documentation. Do not forget to set your environment variables.

How to create a Linux cronjob

You can set up a recurring backup by using cronjob (crontab -e). The following example illustrates how to use "crontab -e" to configure an appropriate 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 will be executed 4 times daily at 4:30, 10:30, 16:30 and 22:30.

Important
  • Genesys strongly recommends that you create backup copies several weeks prior to the expected deletion date.
  • Ensure your local machine has enough space for the scheduled backup.

Decrypting the downloaded files

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

When working with Windows, the OpenSSL binaries can be downloaded from: OpenSSL Binaries Distribution.

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

Windows: 

openssl smime -decrypt –inform DER -in <encrypted.file.der> -inkey <private_key_file> –out <outputfile>

Linux: 

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

where:
<encrypted.file.der> or <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

Each recording folder contains the encrypted recording files and the respective recording metadata files (in json format).

Storage

Ensure that the required space is available to download the desired number of recordings. Genesys recommends that you decrypt the recording files to a different destination than the encrypted files so that the original encrypted source file is not modified or overwritten by the decrypted file.

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 a 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

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