Configure the Interaction Capture Control API (eQuality Connect V6) Adapter

Use the Interaction Capture Control API (eQuality Connect) Adapter to integrate Verint's 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., Agent Initiated Monitoring (AIM), and Desktop Process Analytics (DPA) modules, and for integrating with third-party systems to ingest their email, web chat, and post-call audio and video customer engagements. This adapter was formerly named Recorder Integrations API Adapter.

Before you start configuring the Interaction Capture Control Adapter, refresh the configuration fields.

Procedure

In Recorder Manager, go to General Setup. Under Integration Adapters, click Settings.
Click Create, then click Interaction Capture Control API (eQuality Connect V6) Adapter.

Under Settings, configure the following:

Adapter Name	Adapter Name: Required. A unique name for this adapter. Do not use the following characters, which are reserved for XML tagging: `< > $ & ' "`.
Description	Description: Optional. Enter a description for this adapter.
Adapter Type	Adapter Type: A read-only field that describes the selected adapter.
Startup Type	Startup Type: How the adapter behaves after the host server restarts. The options are: Automatic: Default. The adapter starts automatically when the host 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.
DataSource	Select the 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. for the custom external system or for the switch used for Quality Monitoring.
Listen Port	Specify the port number on which the eQCAdapter listens for connections. The default is 3020.
Disable Session Management Interface	Select this option for the adapter to tag data while the switch controls recording. What works: Data tagging, agent logon and logout, and recording control (pause/resume, start/stop). What does not work: Call control, such as connected, disconnected, hold, and retrieved. Clear this option when: The data source needs call control. 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. The data source is LAN, which captures agent screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. (screen recording).
Enforce Authorization Token	Configures how the adapter responds to incoming requests that exclude an SWT authorization header. To bypass enforcement, clear this option. When cleared (default), the adapter accepts requests without the authorization header, which makes the system backward compatible with older clients that do not support the authorization token. To enable enforcement, select this option. When enabled, the adapter rejects requests that do not include SWT authorization, and logs a 401-Unauthorized response.
Response timeout (milliseconds)	The amount of time the adapter waits for the internal service to process an API request before timing out and providing the external client with an error. Increasing the timeout can help a system that is experiencing latency or lagging to still provide meaningful response codes to API requests. By default, the timeout is 1000 milliseconds.

Under Cross Origin Responses, configure the following:

Cross Origin Response URL

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. Generic is the default behavior.
Mirror Origin Header - The adapter echoes 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.

Under Private Network Access, configure the following:

Private Network Access URL

Select how the adapter responds to the Private-Network-Access header, if present.

Customers can bypass this option or set a specific URL to suit their needs.

System default: Enables connections to the Verint network from any location regardless of the origin.

Private network access disabled: Only allows connections from within the private network. Users or devices outside the network cannot access internal resources.

Private network access enabled for specific URL: Allows connections from the URL specified. This setting enhances security by ensuring that only trusted URLs can connect to the private network.

Private Network Access Specific URL

Only available when Private network access enabled for specific URL is selected. Enter the URL of the trusted site.

Under Security Settings, configure the following:

Security Settings	To secure data in transit to and from the adapter, choose an HTTPS option. URLs must start with https://. For cloud deployments, the URL target is the Interaction Capture Control system. For on-premises deployments, the URL target is the Connect Server. Both HTTPS with built-in keys and HTTPS with below keys cause the eQuality Connect server to run using HTTPS, so all URLs must use https:// to access the server. Select one of the following options: No Security (HTTP)—Use HTTP to access the server. Traffic is unencrypted. HTTP is the default setting. HTTPS with built-in keys—Only use for testing, do not use in a production environment. This setting uses the built-in certificates on the server. It provides encryption, but not authentication. HTTPS with System Certificates—Supports encryption. The adapter reuses the TLS server certificates in %IMPACT360SOFTWAREDIR%\conf\security. The adapter automatically gets any updates to these certificates. HTTPS with below keys—Provides encryption and authentication, and is required for Customer Feedback integrations. After selecting this option, 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). For Customer Feedback integrations, choose HTTPS with below keys. This option supports encryption and authentication. Do not choose HTTPS with built-in keys because it does not support authentication. If Customer Feedback cannot authenticate the connection, it uses the default agent for all surveys.
Keystore Filename	If you selected HTTPS with below keys as the Security Setting, enter the file name of the Keystore.
Keystore Password	If you selected HTTPS with below keys as the Security Setting, enter the password for the selected keystore.
Keystore Format	If you selected HTTPS with below keys as the Security Setting, select the format of the selected keystore file. Available options are JKS (default) and PKCS. The adapter supports a public or private keystore in the Java Key Store (JKS) or Public-Key Cryptography Standard (PKCS) 12 formats.
Security Profile	If you selected HTTPS with below keys as the Security Setting, choose one of the following: Server Site: Uses the same setting as the local server, which is configured in the "HTTPS Protocol and Cipher Configuration" field on the Security page. Intermediate: Uses the older security protocols and ciphers. Best for backward compatibility. Modern: Uses the latest security protocols and ciphers. Best for security.

Under Advanced Settings, enter the Key and Value fields any proprietary pairs that are required by your system—this should be done only in consultation with Field Engineers.
Click Save.

You may also need to configure attributes—see Configure adapter custom attributes for instructions.