Set up Twilio components

The Twilio components need to be set up for the integration. In addition, there are values and information in the Twilio system that are required to configure the Verint recording components. The tenant administrator completes these tasks in the Twilio console.

Before you begin 

Obtain the Kinesis stream ARN, the Twilio Role ARN, and External ID from the Service Provider.

Procedure 

  1. Configure your Twilio platform to record calls.

    To use the default setting for call recording, in the Twilio console, go to Settings. Under Recordings, set Call Recording to ON.

    To use a custom method of Twilio recording, such as controlling recording via Twliio APIs, additional configuration is required on both Twilio and Verint sides of the solution. See Enable Call Recording with custom Twilio integration

    To understand the types of recording available in the Twilio platform, see https://github.com/twilio-professional-services/flex-dual-channel-recording.

  2. If you have Twilio Flex UI version 2.x, install the following plugins, as described in Twilio's documentation:

    1. Dialpad Addon - Internal Call: When a Twilio agent calls another Twilio agent from the same Twilio account, Twilio Flex records the call. This plugin adds a 'Call Agent' section to the outbound dialpad allowing search and selection of another agent from a drop-down list and calling them directly.

    2. Dialpad Addon – Conference: When a Twilio agent starts a conference call with an external number during an ongoing call, Twilio Flex records the call. This plugin adds a 'plus' button to the call canvas which allows keying in an external number and creating a 3-way conference call.

  3. From the Twilio system, get a list of the agents to record. For each agent, get the login of the agent in the Twilio system (the Worker ID). This information is required to configure the agents as users in the Verint system, and to allow the integration adapter to connect with Twilio.

  4. From twilio.com/console, get the following values required for the recording data source configuration:

    • Account Sid: A string beginning with "AC".

    • Authentication Token: A unique string provided by Twilio to authenticate the client application with the Twilio API.

      • Twilio account information

  5. In the Twilio console, access the Event Streams area to create a Sink, specifying the Stream ARN, the Twilio Role ARN, and External ID supplied by the Service Provider.

  6. Validate the Sink. Complete the full validation that includes the generation of a test event to Kinesis and the reading of the test event. See Kinesis Quickstart in the Twilio documentation.

  7. Still in the Event Streams area of the Twilio console, create a Subscription that subscribes to the following Events:

    • Reservation Events

      • com.twilio.taskrouter.reservation.created

      • com.twilio.taskrouter.reservation.accepted

      • com.twilio.taskrouter.reservation.rejected

      • com.twilio.taskrouter.reservation.timeout

      • com.twilio.taskrouter.reservation.canceled

      • com.twilio.taskrouter.reservation.rescinded

      • com.twilio.taskrouter.reservation.wrapup

      • com.twilio.taskrouter.reservation.completed

      • com.twilio.taskrouter.reservation.failed

    • Task Events

      • com.twilio.taskrouter.task.created

      • com.twilio.taskrouter.task.updated

      • com.twilio.taskrouter.task.canceled

      • com.twilio.taskrouter.task.wrapup

      • com.twilio.taskrouter.task.completed

      • com.twilio.taskrouter.task.deleted

      • com.twilio.taskrouter.task.system-deleted

      • com.twilio.taskrouter.task.transfer-initiated

      • com.twilio.taskrouter.task.transfer-failed

      • com.twilio.taskrouter.task.transfer-attempt-failed

      • com.twilio.taskrouter.task.transfer-completed

      • com.twilio.taskrouter.task.transfer-canceled

    • Worker Events

      • com.twilio.taskrouter.worker.created

      • com.twilio.taskrouter.worker.activity.update

      • com.twilio.taskrouter.worker.attributes.update

      • com.twilio.taskrouter.worker.capacity.update

      • com.twilio.taskrouter.worker.channel.availability.update

      • com.twilio.taskrouter.worker.deleted

    • Workflow Events

      • com.twilio.taskrouter.workflow.entered

      • com.twilio.taskrouter.workflow.timeout

      • com.twilio.taskrouter.workflow.skipped

      • com.twilio.taskrouter.workflow.target-matched

  8. To have the captured interactions stored in Amazon S3, follow the instructions in Storing into AWS S3.

What to do next 

Configure Recorder roles

Related topics 

Integration configuration

Related information 

Recording a phone call with Twilio