Need more info for implementing monitoring and recording features

[simon]

Genesys don't seem to like accepting new threads on the general or interaction workspace forums so I'm going to duplicate my questions here,

I'm looking for some detailed info, API references, sample codes etc. for implementing monitoring ("listen only" mode) and SIP recording to work with Genesys 8.1.

A little bit of background,
We have a customized softphone that was built to work with Genesys 7.5 and uses its own methods for directly recording and monitoring at the RTP level using the old Microsoft RTC APIs. For the Genesys side it uses the deprecated Genesys ActiveX Desktop Toolkit. My job is to update the old parts to work with 8.1.

Looking on the Genesys docs site, all I could find was:
http://docs.genesyslab.com/Documentation/IW/latest/Dep/MonitoringSIPVoiceInteractions

But I'm hoping there is a bit more information to guide me where to start with implementing these features. First, I'm trying to make sense of all the available components and SDKs on the Genesys site. So far I'm thinking I'll need the following components for recording, monitoring and standard agent features like ACD login, ready/not ready, dial, receive, transfer and hold.

Interaction Workspace API
Interaction Workspace SIP End Point
and possibly Platform SDK.

Any hints or links would be much appreciated. Thanks in advance.

[Kubig]

For most functions simply use IWS API (Genesys.Desktop namespace), which contains the main methods and functions for agent processing. For other (low-level) operations or function you have to use PSDK or ESDK. Some samples are in developement guide for IWS, on Genesys docs website or Genesys exchange and on Genesys's forums. But no officially documentation with step-by-step description does not exist, you have to check available namespace and their method, and choose and use the right classes. It needs deep and very good knowledge of Genesys solution and Genesys event model.