Simple Description of Getting an Interaction
Technical Description
How does IAP work?
How IAP Works
Phase 1: Export from Genesys Environment
Using the MLM functionality available within GAX (for Engage Premise) or RCBS (for MultiCloud), an export schedule is configured to query the GIR system for interactions that match defined criteria.
The export produces audio files along with their corresponding metadata. Example outputs can be found in the official Genesys Documentation.
These archived files are stored in a location defined in the export task. IAP is then configured to access this location — which can be a shared network drive, local storage, or cloud-based services such as AWS S3 or Azure Blob Storage.
Phase 2: Metadata Processing
IAP includes a processServer task that reads metadata files and translates them into database records, which populate the user interface.
The processing task can be scheduled to run at regular intervals. Using metadata values and destination paths, IAP identifies and maps each media file for playback.
Phase 3: Interaction Playback
When a user selects an interaction to play, IAP retrieves the media file's location from the database and streams it through the built-in media player.
Tracking Failed Recordings
Overview
In rare cases where a call recording fails, the associated metadata file is still generated and processed by IAP as normal. However, the corresponding audio file will be empty, with a file size of 0 bytes.
To help track such events, IAP assigns two key status values to each interaction:
- Reviewed: Initially set to
0. Once played, it's updated to1. - Valid: Set to
0if audio size is zero; otherwise,1.
- Successful Call:
Reviewed = 1,Valid = 1 - Unsuccessful Call:
Reviewed = 1,Valid = 0
Cloud Storage (AWS S3)
For AWS S3, IAP evaluates the content-length value in the metadata response. A
value > 0 means audio exists; 0 means a failed recording.
On-Premise Storage
In on-premise setups, IAP checks the physical file size. A zero-size file marks the call as invalid.
Authorized users can access reports of failed interactions and review original metadata for further action.