Use case 1: Audio only interaction

This example shows ingesting an inbound call into the system, passing the following details:

The customer called from (ANI) 7705551212.
The call occurred at 2:33:40 pm (UTC) on November 14, 2017 and lasted for 118 seconds.
Agent XXXXXXXXX (internal Verint identifier) took the call while logged into phone 3001 with pbx logic identifier 1001. The agent belongs to organization X (internal Verint identifier).
An external identifier 20171114093340375 was attached to the call for further reference.
The call is associated to a data source XXXXXXXXX (internal Verint identifier).
There are four events that display in the replay UI:
- Begin Call with attributes ani, dnis, message, and account_no at the start of the call
- Data Event with attribute transaction_type, 30 seconds into the call
- Data Event with audio quality metrics, approximately 90 seconds into the call
- End Call with no attributes, a few seconds before the recording stops
There is a single audio (audio/vnd.verint.wav) content file (named smallaudio.wav)

To complete the ingestion process, the audio (wav) file must be uploaded following this metadata POST in the same ingestion session.

Copy

{
"contents": [
{
"index": 1,
"duration": "118",
"original_filename": "smallaudio.wav",
"start_time": "2017-11-14T14:33:40.379Z",
"content_type": "audio/vnd.verint.wav"
}
],
"contacts": [
{
"start_time": "2017-11-14T14:33:40.379Z",
"end_time": "2017-11-14T14:35:38.667Z",
"duration": "118",
"sessions": [
{
"interaction_type": "Phone",
"start_time": "2017-11-14T14:33:40.379Z",
"end_time": "2017-11-14T14:35:38.667Z",
"duration": "118",
"direction": "Inbound",
"ani": "7705551212",
"dnis": "18001234567",
"agent_id": "XXXXXXXXX",
"pbx_login_id": "1001",
"extension": "3001",
"switch_call_id": "20171114093340375",
"switch_id": "XXXXXXXXX",
organization_id": "X",
"tags": [
{
"eventtime": "2017-11-14T14:33:48.518Z",
"eventtype": "Begin_Call",
"attributes":
{
"message": "'id':'20171114093340375'",
"ani": "7705551212",
"dnis": "18001234567",
"account_no": "123454678901234"
}
},
{
"eventtime": "2017-11-14T14:34:18.607Z",
"eventtype": "DataEvent",
"attributes":
{
"transaction_type": "Sales Call",
}
},
"eventtime": "2017-11-14T14:35:32.711Z",
"eventtype": "End_Call"
}
]
}
]
}
]
}