Redundancy for capture from Microsoft Dynamics Omnichannel

This capture solution for Microsoft Dynamics Omnichannel supports 1 + 1 redundancy for both screen capture and call audio capture. This configuration ensures high availability and uninterrupted ingestion of media and metadata, even during failover scenarios.

Redundancy for call audio capture

The Dynamics Omnichannel Polling Adapter on the primary node queries for captured audio content from the Microsoft Dynamics Omnichannel server. Primary and Secondary nodes share download and ingestion. The node actually doing the processing always sends a watermark notification with the time of completion to the other node. During failover, the secondary node takes over the role of querying for recordings.

The data sources serve the primary and secondary Recorder nodes.

In redundancy mode, assign a unique client ID and client secret to each recorder to independently manage access token generation. For more information see, Register OAuth App on the Microsoft Entra Portal and Create client secret on the Microsoft Entra Portal.

Redundancy

Components

Communications

  1. Customer

  2. Agent

  3. Public Switch Telephony Network (PSTN)

  4. Microsoft Dynamics 365 platform

  5. MAIN Verint Recorder is ACTIVE

  6. Interaction Capture Service on MAIN

  7. Recorder Ingestion Web Service on MAIN

  8. Peer Verint Recorder is READY to process requests from MAIN Recorder

  9. Interaction Capture Service on PEER

  10. Recorder Ingestion Web Service on PEER

  11. Data Center

  1. SIP call between a Customer on the PSTN and an Agent on the Microsoft Dynamics Omnichannel. The Microsoft Dynamics Omnichannel records the call.

  2. Call metadata from the Microsoft Dynamics Omnichannel. The Verint Dynamics Omnichannel Polling Adapter on the MAIN Recorder polls the Microsoft Dynamics Omnichannel for call metadata and when it detects a completed call, the adapter triggers ingestion of the interaction (media and metadata).

  3. Audio files of a completed call are sent from Microsoft Dynamics Omnichannel to the Verint Recorder for ingestion and archiving.

  4. Processing of requests is shared by both Active and Standby recorders.

 

Redundancy for screen capture

The following components are required:

  • A single Dynamics Omnichannel data source

  • A single LAN data source

  • Two recorder nodes

  • Each recorder node hosts:

    • A Recorder Integration Service (RIS)

    • A Omnichannel screen adapter

Webhook configuration for redundant RIS setup

To enable screen capture redundancy, configure the webhook to support both RIS nodes.

Option 1: DNS Alias or Load Balancer

  • Enter a single URL in the webhook configuration

    https://verintringcentralscreenrecorder1.verintlabs.com/api/recording/cti/v1/MicrosoftDynamicsOmnichannelAdapter

  • Configure the DNS alias or load balancer to route traffic to both RIS servers.

Option 2: Dual Endpoint Configuration (If Supported)

  • If multiple endpoints are supported, specify both:

    Primary RIS:

    https://ris-primary.contoso.com/api/recording/cti/v1/MicrosoftDynamicsOmnichannelAdapter

    Secondary RIS:

    https://ris-secondary.contoso.com/api/recording/cti/v1/MicrosoftDynamicsOmnichannelAdapter

Related topics 

Integration Overview for capture from Microsoft Dynamics Omnichannel

Related information 

Configure high availability (Recorder Configuration and Administration)