Create an Amazon Connect Member Group

For real-time capture, deploy a single member group. The group defines the type of recording to perform, and associates Recorder Adapter Proxy Service (RAPS) and IP Recorder services.

For an on-prem deployment, all local IP Recorders must be associated with a single Amazon Connect member group. Do not distribute local IP Recorder roles across multiple member groups within the same Amazon Connect Data Source.

Associating IP Recorders across multiple member groups can lead to inconsistent or unpredictable recording behavior, including missing or partial recordings, incorrect recorder association, and improper load balancing of calls leading to imbalanced recorder utilization.

Procedure 

  1. Go to Recording Management.

  2. Under Data Sources, click Capture Endpoints.

  3. Select the Amazon Connect Data Source created previously, and then click Member Groups.

  4. Click Create, then select Amazon Connect Member Group.

  5. Complete the following settings:

    Setting

    Description

    Name

    Enter a unique name for this group.

    Description

    Type a description for this group (optional).

    Recorder Control Type

    The setting Selective Delivery (Duplicate Streamed) is selected by default and cannot be changed. The Recorder Integration Service will dynamically engage the audio stream in real time based off the CTI feed.

    Recorder Fallback Type

    The default setting Never (Application) cannot be changed.

    When CTI is disconnected, no audio or screen capture occurs. When CTI is connected, CTI segments are retained.

    Recorder Load Balancing Type

    The default setting None cannot be changed. The Recorder Integration Service performs load balancing for calls to the recorders.

    Shared Recorders

    For an on-prem deployment, select one or more IP Recorder roles for this member group.

    For a Verint Cloud system, select one or more External Cloud Recording Configuration roles.

    Caution: Do not mix on-prem recorders (IP Recorder) and cloud recorders (External Cloud Recording Configuration).

    Shared Recorder Adapter Proxy Services

    The Recorder Adapter Proxy Service (RAPS) sends signaling and media to the IP Capture engine, and call events to the Recorder Integration Service.

    Select one or more Recorder Adapter Proxy Service (RAPS) server roles. These RAPS must be on the same Recorder node as the IP Recorders selected in Shared Recorders.

    Caution: Do not select a RAPS if the Shared Recorder is External Cloud Recording Configuration. These services cannot be combined in the same group.

  6. Click Save.

What to do next 

Add agents to Amazon Connect data sources