Skype for Business Integration Overview

Microsoft Skype for Business provides voice, video, instant messaging, conferencing, and collaboration tools for the enterprise, based on standard SIP-based clients with Microsoft-specific extensions. This integration allows you to record audio communications and instant messaging (IM) conversations over Skype for Business.

The following diagram illustrates the flow of call data through the recording system for calls handled by both remote and internal agents.

A Skype Edge server receives calls from remote agents, while the Skype Mediation server allows the recording of inbound and outbound PSTN calls. Skype Filter services on the Front End servers distribute call signaling (SIP) messages to Skype components.

Among the Verint components:

• The Skype Call Filter captures and modifies the signaling messages, altering the media path to include the Proxy Server.

• The Proxy Server captures calls at a single point when possible. When proxy recording is not possible, the Recorder Media Collector is used to capture content on the Edge server.

• The Verint Recorder collects traffic and signaling and generates recorded calls with media and call detail records.

• The Recorder Integration Service:

  • receives and processes SIP messaging from the Skype Call Filter in order to track call activity.

  • provides a 'follow the call'-experience by gathering all segments of the call under one contact whenever there are call scenarios that include transfers, conferences, and so on.

  • provides stitching between Skype calls and Screen Recording, and tagging of custom data from other data sources.

• The Interaction Capture Service receives and processes SIP messaging from the Skype IM Filter in order to record chat-based interactions.