Create the Twilio Application data source

To identify Twilio recording instances to Interaction Capture and the Twilio Event Stream adapter, create the data source.

The Service Provider sets up the data source.

Before you begin

Make sure you have the Stream ARN, the Verint Role ARN, and External ID.

Procedure

In Enterprise Manager, go to Recording Management, under Data Source, click Capture Endpoints.
If a External System Data Source exists, select it, and then go to step 4.
To create a new data source, click Create Data Source.
In Type, select Application.
In Switch Sub/Type, select Twilio.
In Name, enter a unique name to identify this as a Twilio data source. Do not include the characters []<>"&! or ?.
Complete the remaining settings.
For real-time audio and screen recording, under Associated Integration Service Installations, select the Recorder Integration Service Role for the primary Recorder.
For post-call audio capture, under Associated Interaction Capture Installations, select the Interaction Capture server role for the primary Recorder.
If a Twilio load balancer is deployed, Configure the WebSocket URL
Click Save.

What to do next

For real-time audio capture, add a member group that identifies specific recording targets.

For post-call audio capture, a member group is not required. You only need to add the agents to the system as Employees.