IPC Data Exchange
- Gabor Moczar (Unlicensed)
IPC Data Exchange is part of the IPC Unigy 360 cloud service. IPC Data Exchange is an archiving service for Unigy 360. IPC Data Exchange offers APIs to:
- archive external records into Unigy 360
- download recordings from Unigy 360 for on-premise archiving
The import source implements the IPC Data Exchange REST-based download API. Each Unigy 360 tenant has a unique URL. Verba can import from multiple tenants. Security:
- HTTPS using TLS 1.2
- OAuth2 based authentication
- Transmitted data is not encrypted
The records are imported as standard records because the Data Exchange API does not support the trader voice data model with separate CDR and Media records. It might result in bigger storage requirements compared to native recording where mixed recording channels are stored in an optimized format.
The Data Exchange service is offered in two options to the customer:
- Redundant archiving: Unigy 360 continues to archive a call that has been downloaded via the API for redundancy. These calls can continue to be accessed via the Unigy 360 Cloud Services Portal.
- Delete immediately: Unigy 360 purges the copy after confirmation of delivery of the call.
For a general description of Verba Import sources, please refer to Import sources.
Supported file format for import:
- GSM-FR encoded audio in WAVE container
Recording is supported for the following modalities:
- Voice
Creating an IPC Data Exchange import source
Follow the steps below to create a new Verba Import source for IPC Data Exchange:
Step 1 - Open the Verba Web interface then select Data > Import Sources from the top menu
Step 2 - Click on the Add New Import Source link on the top right
Step 3 - Complete the configuration according to the requirements in the following table
Configuration item | Description |
|---|---|
| Name | Name your import source. This name will identify this source across the system. |
| Type | Select IPC Data Exchange |
| Service URL | A specific URL for each customer must be used to get the call list, retrieve a call and acknowledge the file has been processed |
| Authorization Provider URL | A specific URL must be used to be authenticated and authorized to use the Data Exchange API. |
| Client Id | OAuth client identifier |
| Client Secret | OAuth client secret |
| User Id | An ID used for identifying the tenant |
| Password | Password for the user defined above |
| TLS Certificate File / Thumbprint | Specify the certificate file/certificate thumbprint that is being used for the IPC Data Exchange connection. If left empty then the Verba default certificate will be used |
| TLS Key File | Specify the file where the certificate key is stored if not in the Windows certificate store |
| TLS Key File Password | Specify the password for the file that contains the certificate keys |
| TLS Trust List | Specify the list of certificates that Verba trusts from a 3rd-party connection. Available options:
|
Step 4 - Click Save to save the settings
Import policy configuration
Follow the steps below to configure the Data Import action:
Step 1 - In the Verba web interface, navigate to Data > Data Management Policies
Step 2 - Click on the Add New Data Management Policy button at the top-right corner of the page
Step 3 - For the action, select Data Import
Step 4 - Under Available Import Sources, select the Import Source that you created, then click on the Add button just below the text field
Step 5 - Configure the policy details, based on the information that is shown in the configuration items summary table below
Step 6 - Set up how frequently the Import should be run in the Scheduling section
Step 7 - Click on Save
Configuration Parameter Name | Description |
|---|---|
| Enable Recording Rules | Specifies if all data should be processed in the imported data set or just the records of the recorded users as configured in Verba |
| Execute Only on Selected Servers | If enabled, a specific server can be chosen that will run this policy |
Extension configuration
To match the imported conversations to a Verba extension (and to a Verba User account) you need to add the IPC Data Exchange login names to Verba as extensions with type "User / Agent ID".
IPC Data Exchange metadata
The system captures the following metadata specific to IPC Data Exchange recordings. These fields are available through the standard and the IPC Data Exchange specific custom metadata template.
| Metadata Field | Description | Template | Available |
|---|---|---|---|
| Start Date | Standard | Yes | |
| Start Time | Standard | Yes | |
| End Date | Standard | Yes | |
| End Time | Standard | Yes | |
| Duration | Standard | Yes | |
| From | Phone number, Button name, User name | Standard | Yes |
| From Info | User / contact name | Standard | No |
| To | Phone number, Button name, User name | Standard | Yes |
| To Info | User / contact name | Standard | No |
| Direction | Direction of the call from the system perspective, requires configuring internal number/domain patterns | Standard | Yes |
| Direction (User) | Direction of the call from the recorded user perspective | Standard | Yes |
| From (Verba) | Name of the Verba user associated with the calling party | Standard | Yes |
| To (Verba) | Name of the Verba user associated with the called party | Standard | Yes |
| Location | Hostname of the recording server | Standard | Yes |
| End Cause | Standard | No | |
| Audio Codec | Standard | No | |
| Video codec | Standard | No | |
| Platform Call ID | Standard | Yes | |
| Silence Ratio | Standard | No | |
| Talkover Ratio | Standard | No | |
| Longest Silence | Standard | No | |
| User ID / Agent ID | IPC Unigy Trader ID | Standard | Yes |
| From Device | Standard | Yes | |
| To Device | Standard | Yes | |
| Dialed Number | Standard | No | |
| From IP | Standard | No | |
| To IP | Standard | No | |
| From Proxy IP | Standard | No | |
| To Proxy IP | Standard | No | |
| Source Platform | IPC Data Exchange | Standard | Yes |
| Conversation Type | Voice | Standard | Yes |
| Forward Reason | Standard | No | |
| Recording failed | Standard | No | |
| Media Length | Standard | No | |
| Media Error | Standard | No | |
| Voice Quality | Standard | Yes | |
| Record Type | Standard | Standard | Yes |
| 2N Source | Standard | No |