Prerequisites
  • Telephony > Plugin > All permission

Note: This article covers External trunk, Phone trunk, and Edge groups configuration.

Enabling the Media Capture setting generates a HPAA Packet File Format (HPAACAP) file that contains live packet streams that can be used for diagnostic and troubleshooting purposes. The log files generated by enabling the Media Capture setting are encrypted and only accessible by Genesys Cloud Customer Care personnel.

  • If you are a BYOC Premises customer, you can enable the Media Capture setting on an External trunk or on a Phone trunk. You can also enable the Media Capture setting in Edge groups. However, you should only enable the Media Capture setting when you are working with Genesys Cloud Customer Care personnel.
  • If you are a BYOC Cloud or Genesys Cloud Voice customer, you will need to ask Genesys Cloud Customer Care personnel to enable the Media Capture setting.
Warnings: 
  • Enabling media capture can degrade performance and affect QoS and MOS. For more information, see Mean Opinion Score (MOS) overview and the Filter by interaction details section of Interactions view.
  • For BYOC Premises, there is a limit of 32 simultaneous media captures. This limit is designed to balance system resources and ensure that call processing functions normally.
  • If your organization is using Secure IVR, do NOT enable the Media Capture setting. The reason being that, when enabled, this setting allows the logging of all data entered into the system. This includes data entered via Secure IVR flows, which could include sensitive data that should not be exposed or captured. 
  • If you are a PCI-compliant Genesys Cloud organization and have the PCI DSS setting enabled, then you cannot enable media capture – the Media Capture setting is unavailable.

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click the appropriate tab: External Trunks or Phone Trunks.
  4. From the list, select the trunk you want to configure.
  5. Under the External Trunk Configuration or the Connection Configuration section, click Diagnostic.
  6. Set Media Capture to Enabled.
  7. Click Save External Trunk or Save Phone Trunk.

  1. Click Admin.
  2. Under Telephony, click Edge groups.
  3. From the list, select the Edge group you want to configure.
  4. Click Diagnostic.
  5. Set Media Capture to Enabled.
  6. Click Save Edge Group.