Integration overview for post-call audio capture from Twilio Flex
The Twilio Flex integration supports the recording of audio and screen from Twilio Flex, a cloud-based contact center solution. In this configuration, Twilio Flex records the call, and when the call is completed, the Recorder retrieves the call.
Post-call audio capture call flow
Twilio Worker Events are sent through the AWS Kinesis Stream in real time to the Recorder Integration Service (RIS).
The RIS begins screen capture based on these events and notifies Interaction Capture of the ongoing screen capture.
Interaction Capture monitors these notifications and when it receives the call completion notification, it fetches the call record and audio from the Twilio environment or, if configured, from the Amazon S3 Storage for ingestion.
Audio recordings in Twilio Flex are uncompressed. If compression is enabled on the Verint side, the files are compressed when ingested.
Integration overview for real-time audio capture from Twilio Flex