Enable Call Recording with custom Twilio integration

If the default Twilio platform recording option is not enabled, then Interaction Capture cannot use the Twilio Conference Sid to download the recording. Instead, a custom configuration is required to enable the Twilio Recording Sid to be passed in the events, and to enable Interaction Capture to use this value to download the recordings.

With the custom configuration, Interaction Capture reads the attributes configuration from the data source at start up and passes them to the recorder Notification API. If there are changes to these attributes during a Twilio call, Interaction Capture is notified. At the completion of the call, Interaction Capture uses the information available for these attributes to pull the call recording from the Twilio Flex environment during call ingestion.

Before you begin 

In the Twilio console, go to Settings. Under Recordings, set Call Recording to OFF.

Procedure 

1. In Twilio, add the Recording Sid to Twilio Task or Reservations events, such as the Twilio Task Update event.

2. In the Verint portal, create a custom attribute:

   1. Go to Recording Management and select Attributes.

   2. Select Create.

   3. Enter the following values for the attribute:

      • Name: RecordingSid

      • Data type: String

      • Size: 20

      • Enabled: yes

      • Stored: Last value

      • Tagging Level: Session

   4. Select Save. 

3. If used, create the other two custom attributes, ConferenceSid and RecordingType.

   

4. In Recording Management, under Data Sources, select Settings.

5. Edit the Twilio data source.

6. Under Advanced Settings, add the key RecordingAttributes, and set the value to RecordingSid,RecordingType,ConferenceSid.

   When no screen configuration is available, you can add any other custom attribute that you want to tag to the comma-separated list. If screen recording is configured, the additional attributes must be removed.

7. Select Save.

8. Access Recorder Manager.

9. Go to General Setup. Under Integration Adapters, select Attributes.

10. In the list of adapters, select the Twilio Event Stream Adapter.

11. Locate the newly created custom attributes.

12. Provide the attributes with their source information, which is based on the attribute placement in Twilio events. The source values are similar to the following examples:

    Attributes	Required?	Example Value
    ConferenceSid	Optional	event.data.payload.task_attributes.conference_sid
    RecordingSid	Required	event.data.payload.task_attributes.recording.sid
    RecordingType	Optional	event.data.payload.task_attributes.recording.type

    You can get the Twilio event information from the event’s IEMessage in the RIS logs.

13. Select Save.

Related topics 

Create the Twilio Application data source

Create the Twilio Event Stream adapter

Related information

Create, edit or delete an attribute (Recorder Configuration and Administration Guide)