Verint Impact 360
This article covers integrating Verint Impact 360® Recording with Conversation Intelligence (CI) to import call audio and metadata.
How It Works
- Automated call audio ingestion from Verint Impact 360® Recording
- Retrieves recordings from Verint Export Manager (v11+) via SFTP
- Captures call group metadata — including teams, call groups, and campaign/analytics data — for use in Capacity reporting
Before You Begin
Before integrating Verint with Capacity, you'll need:
- Verint version 11 or higher
- Either Verint Export Manager or Verint Archive Manager
- A Verint account with export privileges to bulk export call audio and metadata
- A user account with read access to the Verint Export shared folder
- An SFTP destination — either your own SFTP server, or Capacity-hosted SFTP (see below)
If you plan to use the Bulk Audio Broker option, you'll also need a Windows server to host it. See the requirements in that section below.
Integration Approach
Capacity supports three methods for moving Verint exports into CI:
| Method | Best For | What's Involved |
|---|---|---|
| A — Your Middleware → Capacity-Hosted SFTP | Customers who already have (or want to build) their own file-transfer process | You move exported files to a Capacity-hosted SFTP server yourself |
| B — Capacity-Provided Windows SFTP Script | Customers who want a ready-made, low-maintenance transfer method | Capacity supplies a PowerShell script that automates the transfer for you |
| C — Capacity Bulk Audio Broker | Customers who want a fully managed, always-on service running on their own infrastructure | Capacity installs and configures a Windows service that handles the upload automatically |
If you're not sure which fits, Option B is the most common starting point — it needs the least ongoing maintenance on your side while still running from your own environment.
Option A
Your Middleware → Capacity-Hosted SFTP
You move extracted audio and metadata files from your Verint Export Manager folder to a Capacity-hosted SFTP server using your own tooling (e.g. FileZilla, WinSCP, or an internal script).
Capacity will provide SFTP connection details on request.
Option B
Capacity-Provided Windows SFTP Script
Capacity supplies a PowerShell script that reads from a UNC share (where Verint exports land) and uploads audio and metadata files to a Capacity-hosted SFTP server on a schedule.
Setup steps:
- Request SFTP connection details from Capacity
- Identify the UNC share where Verint exports audio and metadata — your IT team or Verint support can help locate this
- Install the transfer script (provided by Capacity) — the account running it needs read access to the Verint Export shared folder
- Configure the script with your source share and target SFTP details
- Schedule the script via Windows Task Scheduler, ideally matching Verint's own export schedule (visible in Verint Export Manager)
Once files land on the SFTP server, Capacity periodically polls and processes them.
Option C
Capacity Bulk Audio Broker
A Windows service, provided and configured by Capacity, that uploads audio and metadata directly to Capacity over HTTPS on a schedule.
Windows server requirements:
| Requirement | Details |
|---|---|
| Server type | Virtual machine or dedicated server |
| Network access | Outbound HTTPS access to a Capacity-provided endpoint |
| OS | Windows Server — minimum version to be confirmed with Engineering; the original spec (2008 R2 SP1) predates this rewrite |
| Runtime | .NET Core Runtime and .NET Framework — specific versions to be confirmed with Engineering before publishing |
| Recommended spec | 2 cores / 16GB RAM |
| Minimum spec | 1 core / 8GB RAM |
Setup steps:
- Send up to five sample audio and metadata files to Capacity via encrypted email or SFTP
- Schedule time with your Capacity Integrations Specialist to have the broker installed and configured on your server
- Capacity runs test uploads with your sample files to validate the data flow
- Schedule the broker to run hourly or daily, ideally matching Verint's export schedule
- Once the data flow is verified, switch the broker's Windows service start type from Manual to Automatic — the account running the service needs read access to the Verint Export shared folder
- Start the Capacity Bulk Audio Broker service
Once running, Capacity processes uploaded audio and metadata automatically.
What to Share with Capacity
| Item | Value/Confirmed |
|---|---|
| Integration method selected | ☐ A: Middleware ☐ B: SFTP Script ☐ C: Bulk Audio Broker |
| Integration method selected | |
| Export Manager or Archive Manager in use | |
| SFTP details received/provided | |
| UNC share location identified (Option B) | |
| Windows server provisioned (Option C) | |
| Export/run schedule agreed |
Always share credentials securely, never send as plain text in an email