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Version: 4.x

Verint Call Recording

Overview​

The call recording function of b+s Connects for ServiceNow has the following features:

  • Buttons in the agent UI to start/pause/resume recording
  • Saving an URL to the recording in the ServiceNow call interaction
  • Saving the ID of the ServiceNow interaction into a custom data attribute of the recording

Installation​

The Verint Call Recording feature is already part of b+s Connects for ServiceNow and only needs to be activated in Service Layout settings by selecting it as the Call Recording Product from the dropdown list.

Configuration​

Write ServiceNow Interaction ID to Verint​

b+s Connects for ServiceNow allows you to save the ServiceNow Interaction ID into the metadata of the corresponding Verint recording. In order to do that, a custom data attribute of type String has to be configured in Verint Recording Management. You will also have to specify this attribute in Service Layout settings as the Recording Meta Data Key.

To create this new data attribrute in Verint, navigate to Recording Management > Custom Data > Custom Data. In this section create a new String attribrute, noting the name used as the Attribute Mapping field. This will be the value used in the Service Layout configuration.

Verint Recording Management

Verint Custom Data

Write Verint recording URL to ServiceNow​

b+s Connects for ServiceNow allows you to save the Verint call recording URL to the corresponding ServiceNow Interaction. In order to do that, you must add a custom field of type String or URL in ServiceNow into the Interaction table. You will also have to specify the name of this custom field in Service Layout settings as the Recording Link Field. The URL configured in Service Layout settings as the Recording Server is used as part of this recording URL.

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