Type a unique name for the member group.

Type a description for this extension group (optional).

Recorder Control Type: The method used to record assigned to a given member group. The following options may be listed for the selected data source:

• Full Delivery (External Controlled): Recording is controlled by a third-party application, which redirects audio to the capture service. This is the default setting.

• Selective Delivery (Duplicate Streamed): The Recorder Integration Service dynamically engages the audio stream in real time based on the CTI feed.

For Twilio Flex, only Selective Delivery is available.

For Zoom Contact Center, only Full Delivery is available.

By default, Recorder Load Balancing is set to None and cannot be changed. The Recorder Integration Service balances the call load to the recorders.

Recorder Fallback Type options include:

• Never (Application)—When CTI is disconnected, neither audio nor the agent screen is recorded. When CTI is connected, CTI segments are retained. When the Recorder Control Type parameter is Selective Delivery (Duplicate Streamed), the fallback type is automatically set to Never and cannot be changed.

• On CTI Disconnection (Performance)—When CTI is disconnected, audio recording continues (VOX-detected segments are retained), but agent screen recording stops. When CTI is connected, only the CTI segments that have recorded audio are retained; if we receive CTI for a call but no audio (for any reason), recording does not occur. VOX segments (not associated to CTI calls) will be discarded. You can set a Rollback Period in the phone data source to specify the length of time preceding a disconnection for which recordings will be held. When the Recorder Control Type is Full Delivery (External Controlled), the fallback type is automatically set to On CTI Disconnection (Performance).

• Always (Liability)—If CTI is disconnected, audio recording continues (VOX-detected segments are retained), but agent screen recording stops. If CTI is connected, both CTI- and VOX- detected segments are retained. When a signalling protocol is configured, it is used before VOX to record the call.

Select one or more IP Recorders to associate to this member group.

Select one or more Recorder Adapter Proxy Service (RAPS) server roles to associate to this member group. The RAPS and IP Recorder must be collocated on the same Shared Recorder. A correct association includes the Recorder Adapter Proxy Service + IP Recorder.

Use the Key and Value fields to enter the advanced parameters required for your system. Only add advanced parameters in consultation with Verint Support or Field Engineers.