Cisco Webex Contact Center Polling Adapter

The Cisco Webex Contact Center Polling Adapter connects the Interaction Capture Service to the Cisco Webex Contact Center, and receives audio. This adapter is also required for screen capture.

If the adapter is not run for over 60 days, the refresh token expires and you must refresh the security tokens.

Before you begin

Create the Cisco Webex Contact Center Data Source

Procedure 

  1. In Recorder Manager, go to General Setup. Under Integration Service, click Settings.

  2. Click Create, then select Cisco Webex Contact Center Polling Adapter.

  3. Complete the following mandatory parameters:

    Field

    Description

    Adapter Name

    Enter a unique name for this adapter. Do not use the special characters < > $ & ' ", which are reserved for XML tagging.

    Description

    Displays the full name of the adapter. Add details about your integration and tenant.

    DataSource

    Select the Application data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. created for Cisco Webex Contact Center.

  4. If your Service Provider advises it, configure the following parameters:

    Field

    Description

    Startup Type

    How the adapter behaves after the host server restarts.

    • Automatic: (Default) The adapter starts automatically.

      • For cloud deployments, the adapter starts when the host EDM Capture module starts.

      • For on-premises deployments, the adapter starts when the host Recorder server starts.

    • Manual: The adapter starts only when a user clicks the Start button.

    • Disabled: The adapter does not run when the host server starts.

    Polling Frequency (minutes)

    How often the adapter requests closed interactions from the contact The entire communication experience for a customer, from beginning to end. center. The default is 5 minutes.

    Polling Time Window (minutes)

    The amount of time, starting from the current moment and extending into the past, that the adapter requests closed interactions from the contact center. The default is 10 minutes.

    Example:  

    When the Polling Time Window is set to 10 minutes, the adapter requests all closed interactions between now and 10 minutes previously.

    If you notice that interactions are consistently missing from Verint, it may be that closed interactions take longer to be saved in the contact center's database. If this happens, change the Polling Time Window to an amount of time greater than the maximum expected delay.

    Timespan for purging (hours)

    Interaction Capture saves the events it receives on an internal store. This event store needs to be purged periodically to prevent unnecessary growth.

    The Timespan for purging parameter defines the age of events to delete permanently from the event store. The default is 1 hour.

    Example:  

    When Timespan for purging is 24 hours, event data older than 24 hours is deleted when the Time interval for triggering purging setting is triggered.

    Time interval for triggering purging (minutes)

    How often the adapter purges old data from the database. The default is 1 minute.

  5. Click Save.