Inserting attributes into the interaction metadata

In most circumstances, custom attributes must be inserted into the interaction metadata to configure the system to perform automatic enrollment.

For example:

To automatically enroll customers, both the Customer Identification attribute and the custom security attribute will be custom attributes. These attributes must be inserted into the interaction metadata on the audio channel on which the customer speaks.
If you automatically enroll employees and use a custom security attribute, the custom security attribute will be a custom attribute. This attribute must be inserted into the interaction metadata on the audio channel on which the employee speaks.

To insert attributes into the interaction metadata, the attributes must be passed from some application, or external system, to the Recorder Integration Service.

Generally, inserting attributes into the interaction metadata involves a customized solution similar to the following:

Either an employee or an external system collects the custom attribute values from a person. For example:
- Employees might enter attribute values into Desktop Processing Analytics (DPA), or some third-party application, deployed on their desktops as they talk to customers.
- Attribute values might be collected from callers by some external system, such as an Interactive Voice Response (IVR) system.
The desktop application, or external system, is customized to use the Recorder Integration Service API to pass the attributes to the Recorder Integration Service.

Ultimately, the manner in which attributes are inserted into the interaction metadata is at the discretion of each enterprise.

It is recommended that your enterprise work with professional services to determine the best solution for inserting attributes into the interaction metadata.

Professional services can help you to:

Determine the attributes you should use as Identification Rule attributes (that is, the attributes that uniquely identify customers or employees), and the attribute to use as the custom security attribute.
Determine the application, or external system, that should be deployed to collect attribute values and transmit them to the Recorder Integration Service.
Customize the chosen application, or external system, so that it uses the Recorder Integration Service API to insert attributes into the interaction metadata.