Compliance Archiving for Genesys Cloud – Nuclei, Inc.

Overview

Nuclei provides Genesys customers with the ability to automatically export and archive all communications occurring within Genesys Cloud, including:

Call Recordings
Chat Messages

As a first step, the Genesys Cloud "AWS S3 recording bulk actions integration" must be configured within your Genesys Cloud organization. Afterwards, Nuclei will automatically retrieve and archive exported Genesys recordings into your existing compliance archive.

Prerequisites

Genesys Cloud AWS S3 recording bulk actions integration
AWS IAM
AWS S3

Scope

Call Recordings

Call recordings from Genesys Cloud are supported for archiving. The following types of metadata are supported for each recording:

ANI
Conversation ID
Conversation Start Time
Conversation End Time
Direction
DNIS
Duration
Media Type
Organization ID
Provider
Recording ID
User IDs

Chat Messages

Web chat messages sent within Genesys Cloud are supported for archiving. The following types of metadata are supported for each message:

Body
Body Type
Chat ID
Message ID
Message From
Message To
Participant Purpose
Message UTC
User (if available)

Supported Archives

The following archiving destinations are supported for Genesys Cloud archiving:

Dell EMC SourceOne
Global Relay Archive
Mimecast Cloud Archive
Proofpoint Enterprise Archive
Smarsh Digital Safe
Smarsh Enterprise Archive
Smarsh Professional Archive
Veritas Enterprise Vault
ZL Unified Archive

Getting Setup

Installation

The following configuration is required to initiate archiving:

Activate Genesys Cloud AWS S3 recording bulk actions integration
Create a new IAM Role
Provide the IAM Role ARN to Nuclei
Provide the S3 bucket name to Nuclei

Configuration

Genesys Cloud - About the AWS S3 recording bulk actions integration

Uninstallation

Create new deprovisioning request with Nuclei

Additional Resources