Store recordings in local Genesys Cloud regions

  • Recording > Settings > Edit Regional Storage permission 

If your organization has a global presence when you use Genesys Cloud, each geographical region can have different local regulatory requirements concerning data sovereignty. You may be required to save recordings from the European Union, or Canada jurisdiction, or from some APAC regions in their respective jurisdiction. 

If you use Global Media Fabric to handle interactions at the local Genesys Cloud media region, you can configure Genesys Cloud to store the call recordings locally. Genesys Cloud supports storing recordings that originate from both trunk-side and station-side.

  • Trunk-side recordings – store recordings in the first Genesys Cloud media region that you specify in the Media site list that relates to the recording trunk. This configuration enables you to store trunk-side recordings in the same local media region that the customer leg of the interaction was handled under Global Media Fabric. 
  • Station-side recordings – store recordings in the first Genesys Cloud media region that you specify in the Media site list of the site to which the agent’s phone is associated. This configuration enables you to store station-side recordings in the same local media region that the agent leg of the interaction was handled under Global Media Fabric.

Notes: 
  • For trunk-side recordings, the specific site at which the agent handles the interaction does not impact the recording storage location. The trunk by which the interaction travels determines the storage location. This behavior applies to both inbound and outbound interactions.
  • In a disaster-recovery scenario where a secondary Genesys Cloud media region handles traffic, after the region recovers, the recording exists in the first media region.
  • Recordings are archived in the same region in which the recording is stored. After archival, the recording restoration process also adds the restored recording in the same region in which the recording is stored.
  • When you configure recording bulk export, you can only set up your integration with one S3 bucket in the region of your choice. If you bulk export any call recordings that are not in the same region as your S3 bucket, you can incur Amazon S3 data transfer cost in your AWS account.

Considerations

The following points apply when you configure your system to comply with data sovereignty regulations.

  • The configuration only applies to voice interactions and the following information is stored in your home region.
    • Digital recordings (chat, email, and messages)
    • Screen recordings
    • Conversation-level metadata
    • Interaction transcript
  • The configuration only applies to stored voice interaction recordings. Any transient recording file processing, for example, encryption and decryption of the recording for playback, and export the recording, all happen in your home region.
  • Regional recording storage configuration follows the principle of Global Media Fabric, which applies only to BYOC Cloud trunks.
    • If you use Genesys Cloud Voice, and since the media traffic is handled in your home region, then the recording is stored in your home region.
    • If you use BYOC Premises trunks, then the Media Site is configured in the same way that BYOC Cloud trunks are configured. Recordings that a BYOC Premises trunk handle is stored in the configured local Genesys Cloud region.
    • If you use Hybrid Media, then interactions that BYOC Cloud trunks or BYOC Premises trunks handle adhere to storage regionality, while Genesys Cloud Voice interactions are always stored in your home region.

Recording storage configuration

Follow these tasks to configure recording storage for the appropriate region.

Configure trunk-side recordings

For trunk-side recordings, verify that your external non-GCV trunks are affiliated with the required Genesys Cloud region.

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click Menu > Digital and Telephony > Telephony > Trunks.
  4. Select the External Trunks tab, and then select the relevant external trunk. 
  5. Verify that the selected external trunk is not Genesys Cloud Voice AWS.
  6. Under External Trunk Configuration, click Media.
  7. Verify that the <media site name> media regions that you select are the correct region. If it is not the correct region, change the media site to change the corresponding media regions list.

Configure station-side recordings

For station-side recordings, verify that the sites that your phones are affiliated with are the required Genesys Cloud region.

  1. Click Admin.
  2. Under  Telephony, click Phones.
  3. Click Menu > Digital and Telephony > Telephony > Phone Management.
  4. Select any phone that is enabled for station-side recording. Make note of the site that is selected for the phone.
  5. Now, click Sites menu on the left side panel.
  6. Select the site that you made note of in step 3. 
  7. In the General tab, under the Media section, verify that the Media Regions option that you select is the correct region. If not, switch to the correct media site to select the corresponding media regions list.

Configure your organization to store recordings in the local AWS region (the location of the customer interaction)

  1. Click Admin.
  2. Under Quality, click Recording Management.
  3. Click Menu > Conversation Intelligence > Recording and Policies > Recording Management.
  4. In the Storage of Call Recordings, click Store call recordings in the region defined in the Global Media Fabric configuration.

    Confirm the recording storage regionality 

    When the configuration completes, to confirm the storage regionality of the recordings in any subsequent voice interactions in your organization, use the Recording API and inspecting the region field in the payload to invoke the recording metadata endpoint.

    [

  {

    "id": "da13dc55-1bc2-4f35-b8eb-6029603a2b7a",

    "conversationId": "8e2a0b24-aa82-4cda-a86f-123c3f098478",

    "startTime": "2022-12-08T21:47:05.935Z",

    "endTime": "2022-12-08T21:47:32.335Z",

    "media": "audio",

    "annotations": [],

    "fileState": "AVAILABLE",

    "deleteDate": "2023-12-08T21:47:34.885Z",

    "maxAllowedRestorationsForOrg": 100,

    "remainingRestorationsAllowedForOrg": 100,

    "sessionId": "04aff45f-8833-4656-b82a-2ff18e549987",

    "region": "us-east-1",

    "selfUri": "/api/v2/conversations/8e2a0b24-aa82-4cda-a86f-123c3f098478/recordingmetadata/da13dc55-1bc2-4f35-b8eb-6029603a2b7a"

  }

]