Synchronize and replay VFC conversations in WFE
Conversations with media and metadata can be replayed and reviewed in Verint Workforce Engagement (WFE).
Prerequisites
Ensure that your VFC system is updated to version 9.9.9 or later.
Create a dedicated user in VFC to be associated with the replay functionality, and carry out configuration using this user.
Ensure that you have the installation media for the VFC-to-WFE Metadata Integrator version KB228025-15.2.11.013.
Ensure that your WFE system has the following hotfixes are installed:
Content Server KB226670 on Recorder platform servers. This requires downtime for the Recorder Content Server service, which temporarily prevents media access (for example, replay, export, transcription, archive,) from that server. Recording is not affected.
Locator KB226671 on the Application Servers in the Data Centre zone. This requires a restart of the Data Access Services applet on the Internet Information Services (IIS) web server or the entire IIS server. If the Application Servers form a load-balanced cluster, then the availability of applications can be maintained by ensuring that not all servers are down at the same time.
Deployment
Create an API key to be used by the WFE external server
The WFE external server requires a unique API key created in VFC.
Procedure
In the VFC web application, go to System, and under Administration, and select API keys.
On the Find and List API Keys page, select Add New API Key.
On the API Key Configuration page, enter a unique name.
Add the IP address of Media Repository in the Network Restrictions field.
Click Save.
Set up WFE server for replay
Configure the external recorder server representing the VFC deployment in WFE for the conversation replay functionality.
Before you begin
Ensure that a Content Server exists in WFE for handling the VFC data ingestion. In WFE systems with heavily utilized recorder servers, it is recommended to create a separate recorder platform server with just the content server role enabled.
Procedure
(Optional) Configure secure connection for the VFC external server in WFE:
Go to System Management, and under Enterprise, select Settings.
In the Installations tree, select the external server created during the installation of the VFC-to-WFE Metadata Integrator.
Set the HTTPS enabled field to Yes.
Assign the External VFC Recorder server role to the server:
Under Enterprise, select Server Roles.
In the Installations tree, select the server configured in step 1.
In the Server Roles list, select External VFC Recorder.
Click Save.
Configure the server authentication settings:
Under Enterprise, go to Settings.
In the Installations tree, select the server configured in step 1.
On the Server Role page, configure the connection details:
Enter the API key configured in Create an API Key to be used by the WFE external server.
Set the Username and Password to the dedicated VFC user associated with the replay functionality configuration.
Configure server associations:
Under Enterprise, go to Associations.
In the Installations tree, select the Content Server handling the VFC media replay.
In the Associations list, select the External VFC server configured in step 1.
Click Save.
Install VFC SSL certificates on WFE servers:
Follow Downloading Server Certificate from Verba CA to download the server certificate of the VFC Media Repository server.
Follow Install Root CA certificates on servers to install the VFC certificate on the WFE Application Server on which the WFO_ProductionDomain_ProductionServer service runs.
Related information:
Create and manage Installations tree nodes
Replay VFC conversations in WFE
You can replay VFC conversations in the Interactions module of WFE.
Procedure
In WFE, under Interactions, go to Search.
Configure the search criteria.
Click Search.
To review a call (and its associated media, if available), do one of the following from the search results:
Double-click the interaction.
Click the start time.
To view the metadata associated with the call, click the © icon above the player waveform.
Related information
Searching and replaying interactions
(Optional) Map custom data fields for IV data
You can configure descriptive names for the custom data fields representing the Intelligent Voice risk data in WFE.
Procedure
In WFE, under Interactions, go to Caption Editor.
In the Caption to modify dropdown, select Custom Data.
Find the custom data fields with the numbers of the IntelligentVoiceRiskDetected and IntelligentVoiceRiskScore fields as listed in the CustomDataMap.json Integrator data definition file.
Enter new names for the IntelligentVoiceRiskDetected and IntelligentVoiceRiskScore fields.
Click Save.
Related information
(Optional) Search for calls with IV custom data
You can search for calls with Intelligent Voice custom data in the Interactions module of WFE.
Procedure
In WFE, under Interactions, go to Search.
Select Advanced search, go to Custom Data.
In the All of these custom data fields apply dropdown, select the custom data fields you configured in Map custom data fields for IV data(link).
In the Values field, enter the required custom data value.
Configure any additional search criteria, and click Search.
Add the custom data columns to view.
In your results, click on the down arrow icon for any column heading and select Columns.
In the Customize Columns menu, select the custom data columns you want to view in search results from the Available Columns list.
Add the custom data columns to the Selected Columns list.
Click Done.
Related information