Twilio Adapter

To connect Interaction Capture to the Twilio API and receive call metadata from the Twilio platform Predefined logical group of server roles installed together on a physical server., create the Twilio adapter.

Procedure 

  1. In Recorder Manager, go to General Setup > Integration Service > Settings.

  2. Click Create, then select Twilio Adapter.

  3. Specify settings for this adapter in the right pane, referring to the following table. All fields are required unless otherwise indicated.

    Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate XML. This field is not case-sensitive.

    Description

    Type a description of the adapter (optional).

    Adapter Type

    A read-only field that lists the selected adapter.

    Startup Type

    Select a startup type:

    • Automatic. Adapter starts automatically whenever the server is started.

    • Manual. Adapter starts only when a user clicks the Start button.

    • Disabled. Adapter is disabled at startup, requiring that you change it to Automatic or Manual before it can start.

    DataSource

    Select the Application data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. that you created for Twilio.

    Timespan for purging (hours)

    Specify a time, in hours, after which calls are purged. If set to 6, for example, data older than 6 hours is deleted. It cannot be recovered once purged.

    Time interval for triggering purging (minutes)

    Specify a time, in minutes, to indicate how often to check for data to be purged.

    Advanced Settings

    AddRISCustomTagging Value

    To tag an 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. capture Audio session with RIS custom attributes, set to true.

    This setting is required when only Audio capture is configured. Do not include this setting if Screen Recording is configured. The default is false.

    ConferenceRetryCount

    Set to 10. The default is 10.

    Apply this setting to accommodate any delays in the changing of the Conference State from “In-progress” to “Complete.”

  4. Click Save.