Genesys Settings

  • Updated on Nov 24, 2025
  • Published on Aug 8, 2023
  • 1 minute(s) read
  • Fizzah Junaid
  • Eda Koçarslan
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In order to provide the integration between Knovvu Analytics and Genesys, the necessary configuration settings described below must be completed.

Genesys Admin Portal Settings

Trunk Settings

  1. Click on the "menu" button on the top left corner.
  2. Click on "Digital and Telephony".
  3. Under the category Telephony, select Trunks.

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  1. Enter the customer's external trunk to edit settings.

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  1. Scroll down and enter Media to make necessary trunk settings.

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  1. The settings below should be done.
  • Preferred Codec List should be as follows:

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  • Recording settings should be as follows:

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Require user consent before recording

"Request user consent before recording" under the recording settings is a setting to improve performance by ensuring that all calls are received by Knovvu Analytics. If necessary, this field can be selected according to company policy. It does not create a barrier in terms of use.

Important

The settings other than "Request user consent before recording" must be made, and if not, the integration will not work.

Queue Settings

  1. Click on the menu on the left hand side.
  2. Click on Queues under the category User Management.

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  1. Enter the corresponding queue.
  2. In the Voice tab, disable "Continue Voice Recording during Queue Wait" and enable the "Audio Monitoring" toggle.

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Only the "Audio monitor" toggle enablement setting is mandatory. The other settings should be made to improve the analysis performance and are not mandatory. Preferring not to make these settings for any reason/policy does not create a barrier in terms of use.

Genesys Architect Settings

There are some settings that need to be made on the Genesys Cloud account Architect page to improve the analysis performance of calls. To disable IVR/queue from included in the call recordings the settings below should be done.

In order to improve the analysis performance of calls, the corresponding call flow should be edited on the Genesys Cloud account in Architect, as explained below.

  1. Enter Architect page.

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  1. Click on the corresponding call flow.
  2. Click on Recording and Speech Recognition.
  3. Enable "Suppress recording for the entire flow".

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For more information, you may visit Genesys documentation on these settings.