Call recovery overview
The call recovery process helps minimize data loss caused by issues on the network. The process finds missing interactions and recovers them from Amazon Connect. Understand the AWS and Verint components required for call recovery and how these components interact.
System Requirements
The IAM role requires extra permissions to support call recovery.
For Verint on-premise, contact us to get the latest KBA.
Components
Call recovery finds missing interactions by comparing data in the Verint Contact Database with contact records in the Amazon S3 bucket. The missing audio interactions are then downloaded from Amazon S3 to Verint.
The following technical diagram shows the components required for call recovery and describes the flow of data between components.
When the call recovery process runs, it does the following:
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Using the AWS S3 API, queries the Amazon S3 Bucket for the contact records of calls that occurred during a specified period. For manual recovery, you specify the period. For automatic recovery, the period is set by the system.
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Using the Verint Data Access Services (DAS) API, queries
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Matches the entries in the S3 Bucket with the results returned by the DAS API and identifies missing calls.
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Using the Amazon Connect API, queries Amazon Connect for the metadata of the missing calls.
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Downloads the missing audio files from the Amazon S3 Bucket.
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The Interaction Capture service ingests missing calls and stores them in the call buffer (cache).
Recovered calls unlikely to include screen activity
Screens are captured in real-time by Verint and are stored in a cache for two hours. So, only calls recovered within this two-period might include screen activity.
If you need to find related screen interactions, you can search for them in Verint by call ID.
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