Workflow: Configure and run call recovery

Call recovery helps prevent lapses in audio recordings that occur because of IP network issues and hardware or software failures.

Before you begin

• Call recovery overview

• Configure Verint for post-call audio capture

• Optional. Configure Verint for real-time audio recording .

Procedure 

1. Add the permissions needed for call recovery to AWS IAM.

   AWS Identity and Access Management (IAM) allows you to control user access to AWS services and other resources. Use IAM to create and manage users and groups securely within AWS.

2. Enable automatic call recovery .

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

3. Optional. Run call recovery manually

   Start digital interaction recovery manually if automatic recovery is disabled, your system or network recently experienced downtime, or you suspect conversations are missing.

4. Verify call recovery status

   From the Capture Status page, you can see when conversation recovery was run, how many conversations were missed and recovered, and if the process completed successfully or not.

Related topics 

Recover calls using API requests

Sample IAM Policy