Integrate Verint with Creovai

This article shows you how to use Verint Impact 360® Recording system to integrate with Creovai and import your call audio and metadata.

Feature benefits:

  • Automated call audio ingestion solution for Verint Impact 360® Recording system.

  • Enable Creovai to retrieve call recordings from Verint Export Manager version 11+ via SFTP.

  • Provides the call group metadata available for Creovai custom groups (teams), call groups, calls, and analytics.

Before you begin:

Before you can integrate Verint with Creovai to import your call audio and metadata, you'll need:

  • to be running Verint version 11+
  • to be running either Verint Export Manager or Verint Archive Manager
  • a Verint account with export privileges to bulk export call audio and metadata
  • an SFTP server accessible from Creovai, or Creovai can provide SFTP hosting
  • A user account with read access to Verint Export shared folder
  • If you’ll be using the on-premises bulk audio broker option, you’ll need a Windows server hosting Creovai's Bulk Audio Broker

Choose an integration approach:

Getting started: Creovai offers three options for integrating Verint with Creovai including an SFTP-provided server, a Windows SFTP file transfer, and a bulk audio broker.

  1. Supply your own middleware, configure transfer to Creovai-provided SFTP server

    In this case, you’ll move extracted audio and metadata files from your Verint Export Manager folder to a Creovai-hosted SFTP server.

  2. Configure a Creovai-provided Windows SFTP file transfer

    If you’re choosing this option, Creovai will provide both instructions and a Powershell script to transfer Verint exported audio and metadata files to a Creovai-hosted SFTP server, including SFTP connection details.

  3. Configure a Creovai-provided bulk audio broker

    Using Creovai's Bulk Audio Broker on-premise, Creovai will configure the broker to upload call audio and metadata via HTTPS.

Supply your own middleware, configure transfer to Creovai-provided SFTP server

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For this approach, you’ll move extracted audio and metadata files from your Verint Export Manager folder to a Creovai-hosted SFTP server.

You may use Filezilla or WinSCP to transfer files to Creovai's SFTP.

Creovai will provide SFTP connection details upon request.

Configure a Creovai-provided Windows SFTP file transfer

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The file transfer method requires a script that uploads audio and metadata files from Verint Export Manager to Creovai’s SFTP. The Powershell script, that Creovai will provide, accesses a UNC share, then uploads audio and metadata files to a Creovai-hosted SFTP server.

Tip: Audio and metadata upload can also be done manually, for testing purposes.

Creovai will periodically run and process any audio or metadata files that have been uploaded onto the SFTP server.

Steps to setup SFTP audio upload

  1. To begin, you’ll need SFTP details from Creovai. Please contact your Creovai Integrations Specialist.
  2. Next, identify the UNC share where Verint exports audio and metadata files. Either your IT department or Verint can help you locate your UNC share.
  3. You’ll install a script to upload audio and metadata files to Creovai SFTP. These scripts can be provided by either Creovai or your organization.

    Note: If you’re automating the script, the user account running the script must have access to Verint Export shared folder.

  4. You’ll configure the script for your source shared folder and the target SFTP.
  5. Finally, using Windows Task Scheduler, you’ll schedule the script for an hourly or daily run frequency based on Verint’s export schedule.

    Tip: We recommend you match your run frequency with Verint’s established export schedule, which can be found in the Verint Export Manager.

    Once files are uploaded to the SFTP server, Creovai will periodically run and process any audio and metadata files.

Configure a Creovai-provided bulk audio broker

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Getting started: Before you can integrate Verint with Creovai using the bulk audio broker method, you'll need to download the following installs from Microsoft: .NET Core Runtime (2.1) and .NET Framework (4.7.2) Runtime.

This method requires a Windows server running the Creovai-provided Bulk Audio Broker (requirements outlined below). You’ll begin by providing Creovai with sample audio and metadata files. Creovai will then configure broker options to match your files. Finally, Creovai will install the broker on your server and automate the broker to upload your files to Creovai based on a schedule.

Windows server system requirements:

  • The system can be a virtual machine or a dedicated server
  • Network access to make web service calls over HTTPS to a dedicated Creovai endpoint
  • Creovai supports Windows Server 2008 R2 SP1 or higher
  • Recommended: 2 Cores with 16GB of RAM
  • Minimum: 1 Core with 8GB of RAM

Important: Bulk audio broker accesses an HTTPS endpoint to upload files. Please see your Creovai Integration Specialist to ensure there are no firewalls blocking this endpoint access.

Steps to setup broker audio upload

  1. To begin, you’ll send up to five audio and metadata files to Creovaivia encrypted email or SFTP.
  2. Once you have the server ready, please schedule time with your Creovai Integrations Specialist to have the broker installed and configured for importing your audio and metadata.
  3. When the broker has been configured on your server, we’ll run a few test uploads with your audio and metadata to validate the data flow.
  4. Next, you’ll schedule the script for an hourly or daily run frequencybased on Verint’s export schedule.

    Tip: We recommend you match your run frequency with Verint’s established export schedule, which can be found in the Verint Export Manager.

  5. Once we’ve verified the data flow, you’ll use Windows Service Manager to locate Creovai’s Bulk Audio Broker service and change the start setting from manual to automatic.

    Note: The user account running the service must have access to Verint Export shared folder.

  6. Finally, you’ll start the Creovai Bulk Audio Broker service.

Once files are uploaded to the SFTP server, Creovai will process your audio and metadata files.

Work with Creovai to enable and automate call recording retrieval

Once we've verified that your calls and metadata are flowing from Five9 into Creovai, and automated the process, you'll work with a Creovai Customer Success Manager to begin generating insights about your customer interactions.

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