Workflow: Set up the Twilio integration

The configuration process creates a connection between Twilio Flex and the Recorder. Some tasks in the workflow must be completed by the Service Provider, while others are the responsibility of the tenant.

Before you begin

Install and configure the Recorder as part of your WFO setup.

Workflow

Service Provider

Create the Kinesis Stream

The AWS Kinesis stream enables the communication between the Twilio Flex environment and the recording components.
Create an IAM role for Twilio
To allow Twilio to write data to the Kinesis stream, create an Identity and Access Management (IAM) Role in AWS. This Twilio role has specific permissions and a trust relationship with the Kinesis stream. The Role ARN and External ID are required later to set up the Sink in Twilio Flex.
Create an IAM role for Verint components

If the Verint recording components are hosted in AWS, create another IAM role. This Verint role allows the Verint services to read data from the Kinesis stream. The Role ARN and External ID are used in the data source configuration.
Assign the EC2 role

If the Verint components are hosted in AWS, assign the EC2 role to the recorder instance and give the EC2 role permissions to AssumeRole into the role you created earlier to access the Kinesis stream.
Set up an IAM user account

If the Verint recording components are not hosted in AWS, create an IAM user account. This account allows the Verint components to access and read from the Kinesis stream. The account credentials (Access Key ID and Access Key Secret) are required for the data source configuration.

Tenant
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.

Service Provider
Configure Recorder roles

To enable the Recorder to request data from external sources and to store the content it receives, assign the required Recorder Server roles.
Create the Twilio Application data source

To identify Twilio recording instances to Interaction Capture and the Twilio Event Stream adapter, create the data source.
Optional: Configure Pause and Resume

To give agents the ability to pause and resume voice calls in the Agent deskptop application, the Pause and Resume feature must be enabled on application data source.
Create a member group for the Twilio data source

The member group defines the type of capture to perform, and creates an association between the Recorder Adapter Proxy Service (RAPS) and the IP Recorder.
Optional. Create a data source for screen

The LAN Data Source stitches audio and screens together. It is required for screen recording. Associate the LAN Data Source to the Recorder Integration Service role.
Add Twilio agents to the system

Add the Twilio agents to record as users in the Verint system and associate them to the Twilio data source.
Create the Twilio adapter

To connect Interaction Capture to the Twilio API and receive call metadata from the Twilio platform, create the Twilio adapter.
Create the Twilio Event Stream adapter

To connect the Recorder Integration Service (RIS) to the Twilio API and receive call events from the Twilio platform, create the Twilio Event Stream Adapter.
Create a Twilio Media Adapter

The Twilio Media Adapter connects to Twilio Flex and obtains notifications about real-time audio streams. The Adapter runs on the same server as the Recorder Adapter Proxy Service (RAPS).
Deploy a load balancer

Deploy a load balancer to manage traffic and to improve the availability and scalability of your recording solution. A load balancer forwards the audio streaming requests from Twilio Flex to the Verint Recorder Adapter Proxy Service servers.
Configure the WebSocket URL

Configure the Verint recording solution to point to the URL of the load balancer, which is the Frontend IP address of your Azure Application Gateway.
Search and replay Twilio interactions

Validate the configuration by searching for captured interactions, and playing captured audio and associated screens, using either the Risk Management or Interactions applications.