Verint internal identifiers in the JSON metadata document

Three fields in the JSON metadata document are internal Verint identifiers:

• agent_id: The unique identifier for the employee.

• organization_id: The id of the organization that the interaction is associated to.

• switch_id: The id of the data source switch that the interaction is associated to.

The client can explicitly set these three fields, or the ingestion service can locate them using the pbx_login_id associated to the employee.

If the pbx_login_id is set, the system attempts to find a user with that specific identifier assigned as an employee Id on a specific data source.

If more than one employee is found with the specified id, the system does not perform any processing. If one employee is returned, then the agent_id, organization_id and datasource_id are updated for that employee.

If the agent cannot be resolved, a 409 Conflict is returned unless api.allow_missing_agent is true. If v2 API is being used, the session is ingested but missing_agent_association field is returned in the result with a value of true.