Verint is a recording solution commonly used in Contact Centers. There are multiple ways to integrate Verint based on the products and solutions implemented.

In this lab we will analyze the basic integration of Verint using:

• SIPRec – protocol to fork audio/signaling/metadata from an SRC to Verint (working as a SRS)
• TSAPI – protocol to generate CTI event information for Verint

In the following image is a simple diagram showing the solution previously described:

Verint correlates the following information to have a strong recording solution with:

• Calls (audio/signaling/metadata) are recorded using SIPRec received from the SRC (Session Recording Client)
• CTI events received from ACD
• And information previously administrated/loaded in Verint.

The previous is just a quick and simple overview of how Verint is integrated in this case.

Now let’s move on to the integration that we will be working in this lab, applying a few changes in the previous diagram to reflect the current devices we will be working with:

• SRC will be replaced with an Oracle SBC.
• ACD will be replaced by:
  • Avaya Communication Manager will work as the PBX/ACD for agents working with softphones using H323.
  • Avaya Media Server which will serve as the processor for audio/RTP in the Call Center.
  • Avaya Session Manager will process the signaling connection between the Oracle SBC and the Avaya CM.
  • Avaya Application Enablement Services will provide the integration of Avaya proprietary information to Verint providing the CTI information using TSAPI protocol.

With the previous information the new diagram looks like the following:

In the next entries we will work in a few specific required configurations to have Verint recording integrated in this lab environment.

As many of the tasks have been already worked in previous entries, they will be only mentioned to avoid extending the entries unnecessarily.