Develop dialer API requests

Work with Verint Customer Engagement Support to develop the API requests for the Verint recording integration with an Amazon Connect dialer.

When developing API requests, refer to the ISessionManagement method and attributes described in the WFO SDK Programmer's Guide. In addition, the following attributes are required specifically by Amazon Connect:

agent.agent

The agent's ID in Amazon Connect.

Amazon Connect uses the agent.agent attribute to identify the customer interaction.
agent.systemdevice

Identifies the dialer data source for a specific tenant.
callId

Uniquely identifies each customer interaction. Do not use the callId of the nail-up call.
device.device

Do not use. Often, the device.device attribute is used to identify a call. However, Amazon Connect uses the agent.agent attribute for this purpose.

Session Connected

The following API request indicates that the agent and called party are connected in an outbound call.

http://localhost:3020/servlet/eQC6?&interface=ISessionManagement&method=deliverevent&sessionevent=Connected&agent.agent=johnsmith&agent.systemdevice=myAmazonDialerDataSource&device.type=Extension&callId=1647305279244&attribute.key=AmazonContactId&attribute.value=7328131d-dc98-44b2-a14d-25f78388e414&attribute.key=direction&attribute.value=Outbound&attribute.key=ani&attribute.value=Dialer1&attribute.key=dnis&attribute.value=+12233445641

Session Disconnected

The following API request indicates that the outbound customer interaction ended.

http://localhost:3020/servlet/eQC6?&interface=ISessionManagement&method=deliverevent&sessionevent=Disconnected&agent.agent=johnsmith&agent.systemdevice=myAmazonDialerDataSource&device.type=Extension&callId=1647305279244

Session Held

The following API request indicates that the agent put the call on hold.

http://localhost:3020/servlet/eQC6?&interface=ISessionManagement&method=deliverevent&sessionevent=Held&agent.agent=johnsmith&agent.systemdevice=myAmazonDialerDataSource%20Time&device.type=Extension&callId=1647305279245&attribute.key=ani&attribute.value=ani&attribute.key=dnis&attribute.value=dnis

Session Retrieved

The following API request indicates that the call is no longer on hold.

http://localhost:3020/servlet/eQC6?&interface=ISessionManagement&method=deliverevent&sessionevent=Retrieved&agent.agent=johnsmith&agent.systemdevice=myAmazonDialerDataSource%20Time&device.type=Extension&callId=1647305279245&attribute.key=ani&attribute.value=ani&attribute.key=dnis&attribute.value=dnis

What to do next

Create a Generic Dialer data source