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VidyoEngage Tenant Admin: Recording Configurations

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VidyoEngage™ provides the option to record all interactions between a customer and an agent. This article describes the recording features and the overall architecture when external components are being used to record the interactions.

The recording configuration is applicable per tenant. Changes for one tenant will not affect the recording configuration for other tenants. The following recording options are available:

  • No Recorder
  • VidyoReplay™ Recorder
  • Verint® Recorder

 Recorder_RecorderSettingsTab.png

No Recorder

If the No Recorder option is selected, the recording is disabled. No audio and/or video is recorded for any interaction for this tenant.

VidyoReplay Recorder Option

VidyoReplay is a recording solution that records audio, video, and content sharing, which is part of the Vidyo conferencing solution.

Key VidyoReplay Recording Features

You can perform the following tasks with VidyoReplay:

  • Initiate and control the recording
  • Download and edit .mp4 recordings with standard video editing tools such as Player and Library

VidyoReplay also provides the following key features:

  • Recording layout options that include video/audio with or without content sharing, or audio with content sharing
  • Simple and searchable browser-based content management
  • Familiar browser-based views of recorded conferences - no dedicated client required

Typical Deployment Diagram with VidyoEngage Integrated with VidyoReplay:

Recorder_ReplayDeployDiag.png

If the recording fails during initiation or mid-call, the interaction between the customer and agent is terminated.

 

VidyoEngage VidyoReplay Recorder Options

The VidyoReplay Prefix is a list of drop-down options that are configured in VidyoReplay. These options dictate the recording layouts choices. They provide flexibility so that you can choose the resolution of the video recording and whether to record video/audio with or without content sharing, or audio with content sharing.

Verint Recorder Option

The Verint Recorder option is an enterprise recording and archiving solution designed to meet the needs of today’s call centers, contact centers, and customer interaction centers. Refer to https://www.verint.com/engagement/our-offerings/solutions/workforce-optimization/intelligent-recording/index.html for additional information.

The following deployment diagram shows how the Verint Call Recording server is deployed relative to the Vidyo Infrastructure components.

Typical Deployment Diagram with VidyoEngage Integrated with the Verint Recorder:

Recorder_VerintDeployDiag.png

VidyoEngage Verint Call Recording

We offer the following Verint recording options:

  • Support for Verint version 11.1 and 15.1
  • Support for audio-ONLY recording

Video-based recording is supported in Verint starting with version 15.2. Currently, this is not a supported feature as VidyoEngage interop testing with Verint 15.2 is pending.

  • Support for Redundant RIS (primary and secondary)

 

VidyoEngage Verint Call Recording Configuration

VerintRecorder.png

  • Failure Timeout: This is the timeout value that the VidyoEngage server uses to determine if a recorder has joined the interaction. If the primary or secondary recorder does not join within this timeout value, it is concluded that the specific recording instance failed to join.
  • Verint Recorder url 1: This is the first instance of the Verint Recorder. VidyoEngage makes a SIP outbound call (via VidyoGateway™) toward this Verint URL.
  • VidyoGateway prefix 1: Identified uniquely as an outbound SIP, audio-only call.
  • Verint Recorder url 2: If high availability is needed, then this instance must be configured. If configured, two active SIP audio recording calls are invoked towards the Verint server.
  • VidyoGateway prefix 2: Identified uniquely as the second instance of the outbound SIP, audio-only call.

    VerintFromandToDestination.png

  • Verint ‘From’ destination: The selected option is included in the SIP ‘From’ header:
    • Format: sip:[VidyoGatewayPrefix1][AgentId or InteractionId]@[VerintURL]
    • Agent Id is a unique ALPHANUMERIC identifier that represents the agent who is being recorded in the call with the customer.
    • InteractionID is a unique NUMERIC-only identifier that represents the interaction which is being recorded between the customer and the agent.
  • Verint ‘To’ destination: The selected option is included in the SIP ‘To’ header:
    • Format: sip:[VidyoGatewayPrefix1][AgentId or InteractionId]@[VerintURL]
    • Agent Id is a unique ALPHANUMERIC identifier that represents the agent who is being recorded in the call with the customer.
    • InteractionID is a unique NUMERIC-only identifier that represents the interaction which is being recorded between the customer and the agent.

Verint High Availability

VidyoEngage supports the option to work with primary and secondary Verint Recording Integration Service RIS. If both are configured, VidyoEngage sends an audio call to be recorded via the Verint Call Recording server to the primary first. If connection to the primary RIS fails, a call is attempted with the secondary RIS. If successfully connected, the second instance becomes the primary RIS and the first instance becomes the secondary RIS. If both of them fail, then the interaction between the customer and the agent is not recorded. Depending on the Agent profile configuration, the call would be disconnected or left to continue.

Normal Call Flow

  1. SIP traffic between the VidyoGateway and the Verint RIS
  2. SIP traffic sent to Primary RIS first
  3. After the configured timeout is reached, check if connection has been successful
  4. If not successful, SIP traffic sent to Secondary RIS
  5. After the configured timeout is reached, check if connection has been successful
  6. If not successful, notify agent and (optionally – per tenant) forcibly disconnect the call

PrimarySecondaryRIS.png

Sample SIP Message Using "agentid":

SampleSIPMessage1.png

Sample SIP Message Using “interactionID”:

SampleSIPMessage2.png

Messages and Logs

  1. Scenario 1: First RIS connection is successful
    • No message for agent
    • No specific logging required.
  2. Scenario 2: First RIS connection fails; second connection is successful
    • Message to display to agent: “Primary recorder failed to join.”
  3. Scenario 3: Connection attempts to both RISs fail
    • Message to display to agent: “No recorder successfully joined.”
    • Optionally the call can be disconnected at this point (per tenant config option)
  4. Scenario 4a & 4b
    • No logs or warnings on video (logs and warning expected to come from Verint side)
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