Integration Service

The Recorder Integration Service acts as an interface between the recording system Process of capturing an employee-customer interaction for playback, screen and dialer-based interactions, and evaluation purposes. and output from the switch and other data sources. The Integration Service processes events from the server interfaces, detects state or data changes, and passes them along to other subsystems. It can capture CTI event streams to file for later playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. and viewing, and holds employee state, device state, call state, and data associated with all known devices and calls.

The Integration Service controls recording, and manages recording rules configured in the Enterprise Manager. It is also integral to the real time monitor process, with multiple Integration Services providing rollup state information into the Data Center application.

The Integration Service provides:

A real-time common representation of the enterprise contact The entire communication experience for a customer, from beginning to end. center state to other products in the suite
Control of recording
Auditing and event logging, with a level of detail sufficient to allow for troubleshooting
A mechanism for capturing third-party application events, using captured events to test system behavior, and to facilitate support and testing of integrations when the third-party product is not accessible in-house

Integration and Adapters

The Integration Service performs call tracking and includes integration adapters, which enable the translation of recorded events from third-party systems (such as private branch exchanges [PBXs] and CTI Middleware Servers). Adapters connect to and receive events from the third-party systems, translating the event data into key-value pairs that are then sent to the Integration Service. Adapters notify the Integration Service of any serious errors in the third-party system, or in the communication with that system. The Integration Service translates this information into data that is usable by the Recorder.

Configuration of adapters through the Recorder Manager enables the translation of recorded events from third-party systems into key-value pairs that are then sent to the Integration Service components. The Integration Service in turn translates this information into data that the Recorder and related applications can use.

Limitations

In non-CTI environments, the Recorder Integration Service does not support stitching (joining multiple segments into a single contact) of audio INums. In such environments, each INum will result in a separate contact/interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

For example:

A call broken up by IPCapture as a result of a long time out
Call transfers
Call conferences