Integration overview

Understand the components required to capture call audio, agent screen activity, and chat interactions from Amazon Connect, a cloud-based contact center solution.

Call audio coming from Amazon Connect is uncompressed stereo capturing. When compression is enabled in Verint, after audio is ingested, the files are compressed using the G.723.1 audio codec.

Components

The contact center administrator configures the Amazon Web Services (AWS) and Amazon Connect components. The service provider provisions the Verint components.

AWS Amazon Connect: A PBX contact center available in the Amazon Web Services (AWS) cloud. Each tenant has a unique instance of Amazon Connect.

Amazon Connect Contact Flow: A set of rules for handling calls in the contact center. Capturing is typically configured for incoming calls, but can be added to any contact flow; including inbound, outbound, and agent transfer. Contact flows can be configured to send call audio to an S3 Bucket (post-call capturing), to a Kinesis stream (real-time capturing), or both.

Agent events: Information about the agent; including their current state.

Contact Trace Records (CTR): Data about the call; including audio file location, the caller ID (ANI), and the dialed number (DNIS). CTRs are required to capture post-call and real-time engagements.

A contact flow sends the CTR to a Kinesis data stream using the Amazon Kinesis Client Library (not shown). The library retrieves data from the Amazon Connect environment and updates checkpoints. If a library fails or becomes unreachable, another Kinesis Client Library takes lease ownership and receives CTRs.

Amazon S3: A cloud storage service offered by Amazon Web Services (AWS). It stores post-call engagements.

Amazon Kinesis: A real-time streaming service provided by AWS.

A Kinesis data stream delivers Agent events and Contact Trace Records (CTR) to Interaction Capture.
A Kinesis video stream delivers the audio packets to the Recorder Adapter Proxy Service (RAPS). If RAPS is not deployed, the Kinesis stream delivers to the RIS.

Amazon Connect Adapter: A Verint adapter that connects the Interaction Capture Service to Amazon S3 storage, and the Recorder Adapter Proxy Service to the Kinesis data stream. This adapter polls Amazon Connect for completed calls and chat conversations. It retrieves and processes the Contact Trace Records from the Kinesis data stream.

Amazon Media Adapter: A Verint adapter that pulls the real-time media from the Amazon Kinesis Video stream and delivers it to the Recorder Adapter Proxy Service.

Amazon Agent Event Adapter: A Verint adapter that connects the Recorder Integration Service to the Amazon Kinesis Stream. It processes agent events.

Interaction Capture: A Verint server role that supports the ingestion of post-call audio.

Ingestion Web Service: A Verint server role that ingests content captured from an external source to the Recorder call buffer.

Recorder Integration Service (RIS): A Verint server role that receives system state, call events, and agent events from Amazon Connect. It receives call events from Amazon Connect over the Amazon Media adapter. Based on the event, the RIS sends a command to the Recorder Adapter Proxy Service (RAPS) to start or stop capturing. If Verint is configured to capturing screen activity, the RIS sends commands to the Screen Recorder to start and stop capturing.

Recorder Adapter Proxy Service (RAPS): A Verint server role that forwards the audio stream from Amazon Kinesis to the IP Recorder. It forwards capturing commands from the Verint Workforce Optimization (RIS) to the IP Recorder. The RAPS is always collocated with the IP server. In deployments that handle thousands of calls per hour the RIS and RAPS are deployed on separate servers.

Post call and real-time screen capture

Agent screen activity is always captured in real time.

Contact Trace Records (CTRs) from the Kinesis data stream are sent to Interaction Capture, which processes the real-time feed of the Recorder Integration Service, and stitches audio and screen capturing into the same session.

To include agent screen activity with a post-call audio capturing , the Recorder Integration Service consumes the Agent Event stream from Amazon Connect, and drives agent screen capturing based on those events.

Outbound dialers supported

You can integrate an external dialer with your existing Verint and Amazon Connect interaction capture solution, so that Verint can capture interactions initiated by the dialer.

The data source can be configured to connect to the customer's proxy host.