Enable automatic call recovery

For call recovery to run, you must configure your Twilio Flex data source to include your Twilio Flex Account SID and enable pause and resume recording . In addition, configure your Twilio Flex adapter to recover interactions automatically.

Best practices

Enable call recovery on your main and standby Verint Recorders.
Configure call recovery to run automatically.

What you should know

Automatic call recovery runs daily at midnight on the active (main) Recorder.

Before you begin

Configure Verint for post-call audio capture.

Procedure

Enable pause and resume capture on your Amazon Connect data source:
1. From Enterprise Manager, select Recording Management, under Data Sources, select Settings.
2. In the Data Source Name pane, select the Amazon Connect data source used for post-call capture.
3. In the Amazon Connect Settings section, enable Pause/Resume Recording and enter the instance ID of your Amazon Connect contact center.
4. Save your changes.
Enable call recovery to run automatically on your Amazon Connect adapter.
1. Select System Management, under Enterprise, select Settings.
2. In the Installations pane, select your Recorder, click Launch to open Recorder Manager.
3. Select General Setup, under Integration Adapters, select Settings.
4. Confirm that the Amazon Connect Adapteris Started.
5. Select the Amazon Connect Adapter.
6. Select Enable Auto Reconciliation.
7. Save your changes.
8. Restart the adapter.
Repeat this procedure on the standby Recorder.

What to do next

After automatic recovery finishes running at midnight, Verify call recovery status.