Twilio application data source settings

The Application data source settings provide Twilio information to the Recorder Integration and Integration Capture services.

Setting	Description
Recorder Settings
Seating Arrangement	For Application data sources, the Seating Arrangement is Free and cannot be changed. Free seating indicates that employees do not have permanently assigned workstations. They are assigned an Employee ID and can log in from any location in the call center.
Minimum Session Length (seconds)	To prevent the retention of calls that are so short they are unlikely to contain usable data, specify a Minimum Session Length (seconds). Calls that are shorter than this length are deleted automatically. If set to 0 (zero), no calls are deleted based on this setting. The maximum value is 3600 (or one hour). This setting applies to active CTI Sessions or VOX Sessions. Inactive CTI Sessions can be retained using the Session Auditing Policy.
Long Call Duration (minutes)	This setting allows you to specify the length of a call, in minutes, after which the system triggers an alarm. The system also stops tracking the call from a CTI perspective, so in CTI-controlled application or performance mode environments this may cause loss of recording. Enter any number between 1 and 1440 (24 hours)—an alarm is raised in the cases where calls exceed this number of minutes. The default is 120. The Integration Service runs maintenance checks every five minutes to close calls that last for more than the length of time specified as the Long Call Duration. An alarm indicates that a call was closed because it was too long. These maintenance checks are not run more frequently to avoid imposing an extra load on the system. Therefore it may take up to five minutes to close a long call after it has passed the defined Long Call Duration threshold.
Long Hold Duration (minutes	This setting allows you to specify the maximum duration of a single hold in minutes. Any holds over this duration raises an alarm. Enter any number between 1 and 3000, representing the number of minutes. The default is 30.
Session Auditing Policy	Defines the type of session/interaction that should be marked and kept in the system. Must be set to Full Switch. Recorded employee segments marked by auditing appear in playback after all Interactions in the related Contact are closed, after a delay of up to five minutes.
Default Text Language	Specify the default language assigned to text interactions if the language is not provided by the text source.
Default Employee
In the Default Employee section, specify the employee to be associated to a recording that has no employee associated to it. There are situations where recordings will not have employees associated to them. Examples include: IVR recordings where there is no employee or phone device Back office environments where phones are shared and not associated to a specific employee Assigning a Default Employee for Interactions to a data source provides a way to provide replay access to these recordings. When a Default Employee for Interactions is configured, any recordings made for the data source that have no explicit user associated are associated to the Default Employee for Interactions. First, select the Organization to which the Default Employee for Interactions belongs, and then select one employee as the Default Employee for Interactions. You cannot select an employee who has a configured end date as the Default Employee for Interactions. Also, you should not select an employee who will soon move or transfer to a different organization as the Default Employee for Interactions. Once an employee is selected as the Default Employee for Interactions, an error message displays on the data source screen if the employee has been deleted, terminated, or changed to a different organization since the last time the data source was saved.
Amazon Kinesis Settings
Agent Events Stream Name	Specifies the Kinesis data stream name. The name is typically “twilio-events,” but can be whatever was defined when the Kinesis stream was created. Example: arn:aws:kinesis:us-east-1:nnnnnnnnnnnn:stream/twilio-events. The field can have a minimum of 1 character and a maximum of 1024 characters.
Region	Specifies the Amazon Web Service (AWS) region hosting the Twilio call center. The value is returned when the Kinesis stream is created. Example: arn:aws:kinesis:us-east-1:nnnnnnnnnnnn:stream/twilio-events.
Custom Region	Complete this field only when you have selected the Custom Region option from the Region drop-down list. You must enter only the region code for custom region, not the entire display name. An example of a Custom Region value is “ap-south-1” for the region "Asia Pacific (Mumbai) ap-south-1". This field is blank by default.
Specify Application Credentials	Select this check box to enable the use of specific application credentials. If you select this check box, you must provide the specific AWS account credentials in the Access Key ID and Access Key Secret fields. Use this type of authentication only if the recording components are not housed in AWS.
Access Key ID	This field is enabled only when the Specify Application Credentials check box is selected. When this field is enabled, enter the user-specified application access key ID. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
Access Key Secret	This field is enabled only when the Specify Application Credentials check box is selected. When this field is enabled, enter the user-specified application access key secret. This field is blank by default. The field can have a minimum of 1 character and a maximum of 1024 characters.
Specify IAM Role	Select this check box to use a specific application IAM Role, then provide the specific IAM Role information in the Role ARN (Amazon Resource Name) and External ID fields. If this check box is not selected, no role is assumed.
Role ARN	This field is enabled when the Specify IAM Role check box is selected. When this field is enabled, enter the IAM Role ARN that you created for the Verint services to use. The field can have a minimum of 1 character and a maximum of 1024 characters.
External ID	This field is enabled when the Specify IAM Role check box is selected. When this field is enabled, enter the IAM Role External ID returned when you created the role for the Verint services to use. The field can have a minimum of 1 character and a maximum of 1024 characters.
Role Session Name	When authenticating using an IAM role, you can explicitly configure the role session name. If this name is not configured, then the adapter generates a role session name.
Twilio Account Settings
Account SID	Obtained from Twilio, this is a string beginning with "AC". The Twilio Account SID acts as a user name for accessing the Twilio account.
Authentication token	A unique string provided by Twilio to authenticate the client application with the Twilio API. The Twilio Authentication Token acts as a password for accessing the Twilio account.

Associated Integration Service Installations

Select the node that is providing Recorder Integration Services for this data source. A data source can only be associated with a single Recorder Integration Service server (or pair , when you have redundant Recorder Integration Service servers).

When Verint cloud has multiple tenants, the tenant name associated to each Site Group, Site, and Server appears next to the Site Group, Site, and Server name on the right side of the Installations tree.

Associated Interaction Capture Installations

Select the server role that is providing Interaction Capture services for this data source.

Advanced Settings

If required for your integration, add the following key and value pairs.

To enable Pause and Resume recording:
1. In Key, enter TwilioEnablePauseResume.
2. In Value, enter True to enable this feature. It is set to false by default.
For real-time audio capture, specify the URL that Twilio uses to connect to the load balancer WebSocket on Verint Twilio Media adapter. For example, on an Azure Application Gateway (load balancer), this is the IP address configured on the Frontend IP configuration page.
1. - In Key, enter WEBSOCKET_TARGET_URL.
    This field is case sensitive; use all capitals as shown above.
  - In Value, enter wss://<FQDN_LB_Frontend>/twilio/v1,
    where FQDN_LB_Frontend is the full-qualified domain name of the load balancer.

What to do next

Create a member group for the Twilio data source