Integrate Verint with Tethr

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

Feature benefits:

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

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

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

What we'll cover:

1. Choose an integration approach

2. Supply your own middleware, configure transfer to Tethr-provided SFTP server

3. Configure a Tethr-provided Windows SFTP file transfer

4. Configure a Tethr-provided bulk audio broker

5. Work with Tethr to enable and automate call recording retrieval

Before you begin:

Before you can integrate Verint with Tethr 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 Tethr, or Tethr 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 Tethr’s Bulk Audio Broker

Choose an integration approach:

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

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

2. Configure a Tethr-provided Windows SFTP file transfer

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

3. Configure a Tethr-provided bulk audio broker

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

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

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

You may use Filezilla or WinSCP to transfer files to Tethr’s SFTP.

Tethr will provide SFTP connection details upon request.

Configure a Tethr-provided Windows SFTP file transfer

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

Tethr 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 Tethr. Please contact your Tethr 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 Tethr SFTP. These scripts can be provided by either Tethr 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, Tethr will periodically run and process any audio and metadata files.

Configure a Tethr-provided bulk audio broker

This method requires a Windows server running the Tethr-provided Bulk Audio Broker (requirements outlined below). You’ll begin by providing Tethr with sample audio and metadata files. Tethr will then configure broker options to match your files. Finally, Tethr will install the broker on your server and automate the broker to upload your files to Tethr 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 Tethr endpoint
• Tethr supports Windows Server 2008 R2 SP1 or higher
• Recommended: 2 Cores with 16GB of RAM
• Minimum: 1 Core with 8GB of RAM

Steps to setup broker audio upload

1. To begin, you’ll send up to five audio and metadata files to Tethr via encrypted email or SFTP.
2. Once you have the server ready, please schedule time with your Tethr 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 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.
5. Once we’ve verified the data flow, you’ll use Windows Service Manager to locate Tethr’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 Tethr Bulk Audio Broker service.

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

Work with Tethr to enable and automate call recording retrieval

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