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Version: 5.13

Verint Recording Toolbar

Introduction​

This document provides information to install, configure, and manage the Bucher + Suter (b+s) Connects for Salesforce Recording Toolbar for Verint solution. b+s Connects for Salesforce Recording Toolbar for Verint is the name of the software solution developed by b+s to integrate Salesforce CRM and Cisco customer contact solution with the Verint recording solution, using the b+s Integration API and the Verint API.

Compatibility​

Supported versions

  • Verint 15.2
note
  • Supported in Cisco CCE deployments only. Cisco CCX not supported
  • Recording feature must be enabled by b+s on request

Changelog​

Release 1.1​

Release Date: 2021-01-18

Cumulative release containing support for redundant RIS servers.

Changed keys: recordingServer was changed to recordingServers.

Release 1.0​

Release Date: 2020-07-30

Initial release of the Recording Toolbar

Installation​

Recording Toolbar in pause state during a call

The Recording Toolbar is integrated in the b+s Connects for Salesforce package as Add-on feature. Follow the sub-chapters in this chapter in the order to configure the Recording Toolbar correctly.

info

Contact b+s to have the Recording Toolbar activated.

Configuration​

Follow the sub-chapters in this chapter to configure the Recording Toolbar accordingly.

Verint Server Custom Field​

You need to access the Verint Server and create the following fields in Verint: taskId in Custom Fields.

Open the Verint Server Recording Management | Custom Data | Attributes | Create

Name: taskId

Description: Salesforce Task Id record associated with the call

Data Type: String

Size: 20

Category: Custom

Enabled: True

Stored: Last Value

Tagging Level: Contact

If you want to create a custom field on the Task object to write the recording link to.
Setup | Object Manager | Activity | Fields | New

Add a new field and choose the following options:

Data Type: URL

Field Label: your field label

Field Name: yourfieldname

Description: optional

Required: not checked

  1. Make sure that the Contact Center Agents have read and write access to the field.
  2. Add the newly created field to the Task object's Page Layouts in use.
  3. The API name of the new field can be found under Setup | Object Manager | Activity | Fields (needed below in the configuration of the custom toolbar)

b+s Configuration​

Custom Toolbar and Integration Settings​

To add the Recording Toolbar to the b+s Connects for Salesforce gadget, you will need to + Add a new Custom Toolbar, select the Location of the new Custom Toolbar, select Add-On in the URL dropdown and select Verint in the dropdown next to the URL one. Set the respective Height to 25.

b+s Config App Custom Toolbar

Configure your Recording Toolbar in the new Verint Settings section displayed after you select the Add-On.

b+s Config App Verint Settings

Recording Link Field

Field name of the Salesforce Activity custom field where the recording link will be stored. If key is not present, the recording link will not be written.

Default: empty

Example Value: pfx__MyCustomField__c

Meta Data Key

Field name of the Verint server metadata field to store Salesforce Task Id. If key is not present, the metadata will not be written in Verint Server.

Default: empty

Example Value: sf-id-key

Recording Servers

Specify the Verint Recording Server in the "Recording Servers" field. It should contain the protocol (https) and the FQDN. If you have more than one recordign server, please, write them in comma separated values string.

Example Value (single server): https://FQDN_Server1

Example Value (redundant server): https://FQDN_Server1,https://FQDN_Server2

Query Server

Indicate the protocol and FQDN of the Verint query server to generate the Recording Link Query.

Example Values​

https://FQDN_QueryServer:port

  1. Save the b+s Configuration.