Configure Verint for post-call audio capture

Follow this workflow to configure Verint to record post-call audio from an Amazon Connect contact center.

Before you begin 

Configure Amazon Connect to capture post-call audio.

Workflow 

  1. Configure server roles for post-call audio capture

    Enable server roles to all the Recorder to receive CTRs from Amazon Kinesis streams.

  2. Configure the Ingestion Web Service

    If your environment uses the Ingestion Web Service (IWS), you can set the tuning parameters for optimize performance.

  3. Validate External Cloud Recording Configuration

    After Verint Services deploys the External Cloud Recorder into your cloud environment, you can validate its configuration. The External Cloud Recorder efficiently ingests and manages call recordings in the cloud, ensuring secure storage and access to audio interactions. This server role is exclusively designed for cloud environments.

  4. Create an Application data source for post-call audio recording

    For Post-call Audio Recording, create an Application data source. Associate the data source with Interaction Capture.

  5. 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.

  6. 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.

  7. Create adapters for Amazon Connect integrations

    For Post-call Audio Recording, create an Amazon Connect Adapter and an Amazon Agent Event Stream Adapter.

  8. Playback interactions

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

What to do next