Configure Verint to capture dialer calls

You can configure Verint Recorders to capture real-time audio of calls initiated by an automatic dialer in Amazon Connect. Only real-time interactions can be captured, such as call audio and agent screen activity.

Post-call audio and chat transcripts are not supported. If you configure Verint to capture post-call audio for dialer calls, the entire nail up call is recorded. There is no way for Amazon Connect or Verint to identify individual customer interactions within the nail up call. Since Amazon captures chat transcripts post-call only, Verint cannot capture chat transcripts for dialer calls either.

This integration involves three separate systems: Verint, Amazon Connect, and the dialer. Different service providers and system administrators might be responsible for each system.

Before you begin

Configure Verint for real-time audio recording
Optional: Configure Verint for agent screen capture
Confirm that you can Playback interactions.

Workflow

Add a dialer to Amazon Connect.

Consult the Amazon Connect integration guide for your third-party dialer.
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.
Connect Verint to the dialer:
1. 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.
2. Create a Interaction Capture Control API Adapter
  
  The Interaction Capture Control API Adapter receives events from the associated dialer, translates the events, and forwards them to the Recorder Integration Service. It also notifies the Recorder Integration Service of serious errors in the third-party system or in communications with that system. Create the adapter on a Recorder Integration server. Then associate the adapter to the dialer data source.

What to do next

Playback interactions