Enable media capture

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Genesys Cloud Resource Center provides media capture functionality that generates HPAA Packet File Format (HPAACAP) files containing live packet streams for diagnostic and troubleshooting purposes. The encrypted log files are accessible only to Genesys Cloud Product Support personnel. BYOC Premises customers can enable Media Capture on External trunks, Phone trunks, or Edge groups through the Diagnostic settings menu, while Genesys Cloud Voice customers must request support personnel to enable this feature. The capability supports a maximum of 32 simultaneous media captures on BYOC Premises systems to maintain system resources and normal call processing. Critical restrictions include disabling Media Capture when using Secure IVR to prevent logging of sensitive data, and unavailability of this setting for PCI DSS-compliant organizations. Performance considerations include potential degradation of QoS and Mean Opinion Score (MOS). Configuration requires Telephony > Plugin > All permissions and involves navigating to Digital and Telephony settings to enable Media Capture on the selected trunk or Edge group, then saving the configuration.

PrerequisitesClick to expand

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 Product Support 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 Product Support personnel.
If you are a Genesys Cloud Voice customer, you will need to ask Genesys Cloud Product Support personnel to enable the Media Capture setting.

Warnings:

Enabling media capture can degrade performance and affect 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.

For TrunksClick to expand

For Edge GroupsClick to expand

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Enable media capture

AI-generated summary

PrerequisitesClick to expand

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

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 Product Support personnel.
If you are a Genesys Cloud Voice customer, you will need to ask Genesys Cloud Product Support personnel to enable the Media Capture setting.

Warnings:

Enabling media capture can degrade performance and affect 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.

For TrunksClick to expand

For Edge GroupsClick to expand

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