Integration Overview for capture from Cisco Webex Calling

Understand the components required to integrate the Verint capture solution for Cisco Webex Calling and how the components communicate.

Diagram: post-call audio and real-time screen capture

Screen Capture

Components

Communications

  1. Customer

  2. Agent phone and computer running Verint Agent Desktop

  3. Public Switch Telephony Network (PSTN)

  4. Cisco Webex Calling

  5. Verint Recorder

  6. Interaction Capture Service

  7. Recorder Ingestion Web Service

  8. Recorder Integration Service

  9. Screen Recorder

  10. Data Center

  1. SIP Call between Customer on the PSTN and Agent on Cisco Webex Calling site

  2. Audio files (post-call) from the Webex Calling to Verint Recorder through the Verint Cisco Webex Calling Adapter.

  3. Contact records (post-call) over the Verint Cisco Webex Calling Adapter.

  4. Agent events (real-time) over Verint Cisco Webex Calling CTI Adapter.

  5. Interaction update

  6. Events (real-time) over Verint capture Notifications API.

  7. Interaction consolidation

  8. Desktop command and control

  9. Desktop screen stream (real-time)

 

The customer is responsible for configuring the Cisco Webex Calling.

Sequence for audio capture

The following sequence of events demonstrates how Verint captures call audio from the Cisco Webex Calling UCaaS cloud platform:

  1. A SIP call (A) between a Customer (1) on the PSTN (2) and an Agent (3) on the Cisco Webex Calling UCaaS cloud platform.

  2. The Verint Interaction Capture server (6) hosts the Cisco Webex Calling Adapter. The Adapter regularly polls the Webex API server for completed recordings.

  3. When the Adapter receives a call record (C) for a Completed call event, it retrieves the call metadata (C) and audio files (B) from the Cisco Webex Calling UCaaS cloud platform.

  4. The Recorder Ingestion Web Service (7) consolidates call audio for all related interactions (transfers and conferences) linked with same call session id (as provided by Webex API Server).

Sequence for screen capture (D, H, I, & G)

The following sequence of events demonstrates how Verint captures screen activity from the Cisco Webex Calling UCaaS cloud platform:

  1. When the Integration Service (8) receives a call Ringing event (D) from the Cisco Webex Calling, the Verint Recorder (6) sends a command (H) to the Verint Agent Desktop service (2) to start recording the screen.

  2. The Agent desktop service streams the screen to the Screen Recorder (9), which hosts the LAN Data Source.

  3. The Integration Service (8) responds to events from the Cisco Webex Calling (F) as follows:

    Agent event

    Service response

    Ringing

    Start recording: Create a SCN file in the call buffer on the Recorder (5).

    Not Responding

    Stop recording: Delete the SCN file.

    Connected

    Continue recording. Mark the SCN file to be kept.

    Conferencing, Consulting, Consult Done, On Hold, Hold Done, and Wrap Up

    Continue recording.

    Agent Available

    Stop recording. Notify Ingestion Web Service (7).

  4. The Recorder Ingestion Web Service (7) stitches the call audio and screen activity together (G) and sends the files to the Verint Data Center for long-term storage.

  5. Your personnel can replay the call audio and associated screen activity using Verint Interactions and Risk Management.

Related topics 

Introduction capture from Cisco Webex Calling