Call recovery overview for Microsoft Dynamics Omnichannel

The call recovery process helps minimise data loss caused by a number of factors, including an issue on the network or recording files not being available during ingestion, an adapter or service stopped for a long period or not having access to the last available watermark. The process finds missing interactions and recovers them from the Microsoft Dynamics Omnichannel. Understand the Microsoft Dynamics Omnichannel and Verint components required for meeting recovery and how these components interact.

System Requirement

To enable the recovery functionality for Microsoft Dynamics Omnichannel, contact us to get the related KB.

Components

Call recovery finds missing interactions by comparing data in the Verint Contact Database with contact records in Microsoft Dynamics Omnichannel. The missing audio interactions are then downloaded from Microsoft Dynamics Omnichannel to Verint.

The following technical diagram shows the components required for call recovery and describes the flow of data between components.

Call recovery

  1. Query Microsoft Dynamics Omnichannel Calls: Using the Microsoft Dynamics API server endpoints (“api/data/v9.2/$metadata#msdyn_ocsessions”, “api/data/v9.2/$metadata#msdyn_sessionparticipants”, “api/data/v9.2/$metadata#systemusers/$entity”, “api/data/v9.2/$metadata#msdyn_ocrecordings”, “api/data/v9.2/$metadata#Microsoft.Dynamics.CRM.GetFileSasUrlResponse”), queries recordings metadata of the missed call recording.

  2. Query Verint Contacts: Using the Microsoft Dynamics API server endpoint api/data/v9.2/$metadata#msdyn_ocliveworkitems, queries Microsoft Dynamics Omnichannel Calling recordings completed during a specified period.

  3. Identify Missing Recordings: Matches the entries received from the Microsoft Dynamics API server with the results returned by the DAS API to identify any missing recordings.

  4. Process Missed Recordings: Processes the identified missed recordings.

  5. Query Call Metadata: Using the Microsoft Dynamics API server endpoints api/data/v9.2/$metadata#msdyn_ocliveworkitems, queries recordings metadata of the missed call recording.

  6. Ingest Missed Recordings: The Interaction Capture service ingests the missed call recordings and stores them in the call buffer (cache). During ingestion, it also downloads the missed meeting recordings as mentioned in Step 7.

  7. Download Missed Call Audio: Downloads the missed call audio files from the Microsoft Dynamics API server.

Related topics 

Contact retention for Microsoft Dynamics Omnichannel