Configure the Amazon Agent Event Stream Adapter

The Amazon Agent Event Stream Adapter connects the Recorder Integration Service to the Amazon Connect Agent Event Stream to receive data for screen.

In deployments with redundant Integration Services, use a different Application Name on each node to allow each to obtain the same set of CTI. If you neglect to use different names, the Verint software will rename one of the adapters internally.

Before you begin

Configure the Amazon Connect Adapter

Procedure

In Recorder Manager, go to General Setup. Under Integration Service, click Settings.
Click Create, then select Amazon Agent Event Stream Adapter.

Complete the following settings:

Field	Description
Adapter Name	Adapter Name: Required. A unique name for this adapter. Do not use the following characters, which are reserved for XML tagging: `< > $ & ' "`.
Description	Description: Optional. Enter a description for this adapter.
Adapter Type	Adapter Type: A read-only field that describes the selected adapter.
Startup Type	Startup Type: How the adapter behaves after the host server restarts. The options are: Automatic: Default. The adapter starts automatically when the host server starts. Manual. The adapter starts only when a user clicks the Start button. Disabled. The adapter does not run when the host server starts.
DataSource	DataSource: The related Application data source. Select Amazon Connect. Use the same data source for the Amazon Connect Adapter and the Amazon Agent Event Stream Adapter.
Application Name	Enter the name of the DynamoDB table to identify this integration within records generated on the Amazon side. Important: The application names for the Amazon Connect Adapter and the Amazon Agent Event Stream Adapter must not be the same as each other.
AWS Configuration Settings
Application Stream Name	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. Enter the Kinesis stream name from which you want to receive events.
Credential Provider	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. There are two ways to verify your credentials with Amazon: IAM Role - This option is recommended, as it is the most secure. Select IAM Role for identification when both Amazon Connect and the Recorder Integration Service are running on instances of Amazon cloud. Specify a as Role ARN and External Key as described below. Access Key- If the Recorder Integration Service is not running on Amazon Cloud (for example, running instead on your own local server), select Access Key. Then, specify an Application Access Key and an Application Secret Key as described below.
Role ARN	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. Type the Role Amazon Resource Names (ARN). ARNs uniquely identify AWS resources.
External ID	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. An External ID helps grant AWS resources access to a third party.Used when assuming a role. If not specified, then the name of the adapter is used for the session name internally. Optional.
Role Session Name	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly.
Application Access Key	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. Enter the Access Key from Amazon used to connect to the API. If you do not provide the Access Key and Secret Key (below), the AWS SDK searches for credentials at the default location, which is typically `~/.aws/credentials` but may vary by platform.
Application Secret Key	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. Enter the Secret Key from Amazon used to connect to the API. See the preceding description regarding default credentials.
Region Name	This setting has been deprecated and is replaced by a corresponding setting in the data source. Please configure in the data source accordingly. Select the region where your AWS is situated (for example, us-east-1).

If you are advised by Verint Support or Field Engineering, configure the following:

The following key-value pairs are set in the Amazon Connect Agent Event Stream Adapter in the Advanced Settings section. Key names are case sensitive and must be entered exactly as shown below.

MaxTimeDifferenceWarnMS: When an event from the external system is older than the value of this parameter, but younger than MaxTimeDifferenceErrMS, we raise a warning alarm, enter a warning in the Integration Service log, and process the event normally. The default is 30000 ms. To disable this warning, enter -1.

MaxTimeDifferenceErrMS: When an event from the external system is older than the value of this parameter, we raise an alarm, enter an error in the Integration Service log, and only process the event if it is a call completed. The default is 60000 ms. To disable this error message, enter -1.

NOTE: If the value for MaxTimeDifferenceWarnMS is greater than MaxTimeDifferenceErrMS, we set both parameters to the higher value, and log the configuration change in the Integration Service log.
Click Save.

What to do next

Configure the Amazon Media Adapter