Author Topic: how verint call recording works  (Read 4872 times)

Offline Ricky

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how verint call recording works
« on: June 08, 2016, 03:40:07 PM »
Hi All,

I am new to this forum, Basically wanted to know that how does verint call recording work and what are the components are involved. As per my unerstanding it is configured at switch and as soon as call hits to switch, verint start recording the Voice part ? is that correct ?

Also how the screen recording works ? Is there any connection between genesys T server and Verint. How would Verint knows that which screen need to be recorded.

Thanks in advance.

Offline codebug

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Re: how verint call recording works
« Reply #1 on: July 02, 2016, 12:26:18 PM »
Hi
usually will depend on the type of switch integration you have and the recording method used eg SPAN recording ,SIP trunk,Cisco DMS, Avaya DMCC ,etc and if its passive recording or active .

Main  components for the recorder
  • Recorder integration service
Provide integration with the customer environment and recording control , and include services such as agent information, interaction information and third-party systems integration. like  Verint Cisco JTAPI , SIP proxy , Avaya DMCC adapter ,T-server
  • Recorder (Ip capture and Screen Capture services)
Captures audio and screen activity of agent calls. eg RTP for Voice
When an agent screen is recorded, screen images are uploaded
from the agent desktop to the screen recorder using the Verint software


one scenario (Cisco JTAPI with SPAN recording )
JTAPI will provide CTI data from the switch ( eg call established , call disconnected etc, call Data ANI ,DNIS etc)
a SPAN port will be configured to duplicate the Voice traffic of the actual live calls to the Recorder NIC card.
   
if you received a notification to the Verint RIS that a call is established on a verint monitored extension from the switch 
then Verint will wait for the RTP voice  traffic to hit the recorder Ipcapture service , verint will record the call in wav format and add the meta data and will stitch the audio together and will Mark the record in the DB for playback

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