Create a Generic Dialer data source

The Generic Dialer data source can be used to integrate Verint with virtually any web-based dialer application, on premises or in the cloud. To add a tenant's dialer system to Verint, create a Generic Dialer and associate it to the Amazon Connect data source and to the Recorder Integration Service that are used for real-time audio recording.

Recording fails when member groups and employees are added to the Generic Dialer data source. Add the member groups and employees to the Application data source for the tenant's instance of Amazon Connect.

Procedure

In Enterprise Manager, click Recording Management.
Under Data Sources, click Settings.
Click Create Data Source.
Select Dialer as the Type, and Generic Dialer as the Switch Sub/Type.

Complete the following settings:

Field	Description
Name	Enter a unique name for the data source. As a best practice, include the tenant ID. Do not include the characters []<>"&! or ?.
Organization	Select the tenant ID of your customer.
Description	Optional: Add details about the integration and tenant. As a best practice, identify the owner and purpose of the data source. Example: `TenantName` real-time audio from Amazon Connect dialer.
Time Zone	Choose the time zone that is configured on the dialer system and Amazon Connect systems.
Recorder Settings	Omit these settings. They are ignored by the system.
Default employee section	Omit these settings. Instead, add agents (employees) to the Application data source for Amazon Connect.

Under Associate Data Sources, add the Amazon Connect data source that provides real-time audio for this tenant.
Under Associated Integration Service Installations, select the server that hosts the Recording Integration Services for this tenant.
Click Save.

What to do next

Create a Interaction Capture Control API Adapter

Related information

Recorder Configuration and Administration Guide