Recorder Integrations Connect API

The following procedure describes how to create a CTI Adapter for integrations using the Recorder Integrations API (formerly eQuality Connect), including agent initiated monitoring (AIM) functionality or other custom integrations (such as email and web chat integrations, neither of which are currently supported).

This includes AIM functionality or other custom integrations.

Procedure 

  1. Click General Setup.

  2. Under Integration Service, click Settings.

  3. Click Create, then click Recorder Integrations API (eQuality Connect V6) Adapter.

  4. Specify settings for this adapter in the right-hand pane, referring to the following table (all fields are required unless otherwise indicated).

  5. Field

    Description

    Adapter Name

    Type a unique name for this adapter. Do not use any special characters or characters that truncate xml. This field is not case sensitive.

    Description

    Type a description of the adapter (optional).

    Adapter Type

    A read-only field that lists the adapter selected above.

    Startup Type

    Select a startup type: Automatic, Manual, or Disabled.

    DataSource

    Select a 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. — this should be the switch used in Quality Monitoring (see "Creating a Data Source" in the Integration Service Integration Guide).

    Listen Port

    Specify the port number on which the eQCAdapter listens for connections. The default is 3020.

    Disable Session Management Interface

    Enabled by default. Leave this check box selected if you want this adapter to perform tagging only while the switch controls recording.

    When selected, data tagging, agent login and logout, and recording control (pause/resume, start/stop) will continue to function. Call control (such as connected/disconnected, held/retrieve, and so on) will not function.

    IMPORTANT: Clear this setting only if these call control features are required for the associated Data Source.

    NOTE: When using Desktop and Process Analytics (DPA) Product in the system that captures events and data from employee desktops and makes them actionable. to perform screen-only recording, this option must be cleared and the Data Source set to the LAN. When checked, no DPA Desktop data will be saved in the system.

    Enforce Authorization Token

    Disabled by default. When disabled, the adapter will accept any incoming requests that do not have an SWT authorization header included. By accepting requests without the authorization header, the system is backwards compatible with older clients that do not support the authorization token. When enabled, the adapter will reject with a 401-Unauthorized response any incoming requests that do not have an SWT authorization header included.

    Cross Origin Responses

    Controls how the adapter inserts the Cross Origin Resource Sharing (CORS) Access-Control-Allow-Origin header into the responses for incoming API requests. The adapter does not have any cross site capabilities, but these headers are still useful for verifying the security of the HTTP interface.

    Select one of the following response types as the Cross Origin Response URL setting:

    • Generic (*) - The adapter inserts an asterisk (*) for the header, indicating that any origin is acceptable. This is the default behavior.

    • Mirror Origin Header - The adapter echos back the “Origin” header information from the incoming request.

    • Specific URL - Allows the customer to define the response string to suit their needs. If you select this option, enter the URL in the Cross Origin Response Specific URL field.

    Security Settings

    Enable HTTPS to secure data in transit to and from the Connect Server. Once enabled, all URLs must use https:// to access the Connect Server. Select one of the following options:

    • No Security (HTTP)—HTTP will be used, meaning no encryption of traffic will occur. This is the default.

    • HTTPS with built-in keys—This setting uses built-in, supplied certificate keys for the Connect Adapter. This option is only for testing purposes and should not be used in a production environment. Supports encryption but not authentication.

    • HTTPS with below keys—This option supports both encryption and authentication. If you select this option, you must complete the Keystore Filename, Keystore Password, and Keystore Format fields below using the information for your own certificates (whether from a third-party or your own certificate server). If configured, you may reuse the keys used by the TLS server certificate, located in %IMPACT360SOFTWAREDIR%\conf\security.

    The Integration Service supports any public/private keystore in the Java Key Store (JKS) or Public-Key Cryptography Standard (PKCS) 12 formats. JKS is the default.

    Important: Customer Feedback Product in the system that provides a highly reliable, scalable and flexible voice and Web/email system for conducting intelligent and dynamic postcall and post contact surveys. integrations require both encryption and authentication, and therefore must use the "HTTPS with below keys" option.

    Keystore Filename

    If you selected HTTPS with below keys as the Security Setting, enter the Keystore Filename in this field.

    Keystore Password

    If you selected HTTPS with below keys as the Security Setting, enter the password for the above keystore in this field.

    Keystore Format

    If you selected HTTPS with below keys as the Security Setting, select either JKS or PKCS as the keystore format. JKS is the default.

  6. Under Advanced Settings, use the Key and Value fields to enter any proprietary pairs that are in use in your system.

  7. Click Save.

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