Configure Verint for real-time audio recording

Follow this workflow to configure Verint to record real-time audio calls from an Amazon Connect contact center.

Before you begin 

  • Install the Verint Recorder role and Recorder Integration Service, as described in the WFO Installation Guide. When the Verint roles and services are deployed in the AWS cloud, you must use IAM Roles as the method of identification.

  • Configuring Amazon Connect

Workflow 

  1. Configure roles for real-time audio recording

    Enable server roles to support Recording functionality and allow the Recorder Integration Service to manage Recorder Adapter Proxy Services.

  2. Create an Application data source for real-time audio recording

    For Real-time Audio recording, create an Application data source that identifies the source of contact trace records (CTRs) and Agent Event streams.

  3. Create an Amazon Connect Member Group

    The Amazon Connect member group defines the type of recording to perform, and creates an association between the Recorder Adapter Proxy Service (RAPS) and the IP Recorder.

  4. Add agents to Amazon Connect data sources

    To captureemployee interactions, add the employees to Verint and associate them with both the Application and LAN Capture Endpoints. For screen, only configured employees are capturedd. For audio, the same is true unless the "Capture unknown Agents" option is enabled in the adapter.

  5. Create capture profiles

    You may have Employees for whom you only want to capture chats, others for whom you only want to capture audio, and still others for whom you want to capture both. You can use Recording Profiles to stipulate the type of content you want to capture for multiple Employees at once.

  6. Create adapters for Amazon Connect integrations

    For real-time audio recording, create an Amazon Agent Events Adapter and an Amazon Media Adapter.

  7. Playback interactions

    When configuration is complete, you can capture and view audio, chats, and screens.

What to do next 

Workflow: Configure and run call recovery

Optional. Configure Verint for agent screen capture

Related information 

Recorder Configuration and Administration Guide