IPC Data Exchange

IPC Data Exchange is part of the IPC Unigy 360 cloud service. IPC Data Exchange is an archiving service for Unigy 360. IPC Data Exchange offers APIs to:

archive external records into Unigy 360
download recordings from Unigy 360 for on-premise archiving

The import source implements the IPC Data Exchange REST-based download API. Each Unigy 360 tenant has a unique URL. Verba can import from multiple tenants. Security:

HTTPS using TLS 1.2
OAuth2 based authentication
Transmitted data is not encrypted

The records are imported as standard records because the Data Exchange API does not support the trader voice data model with separate CDR and Media records. It might result in bigger storage requirements compared to native recording where mixed recording channels are stored in an optimized format.

The Data Exchange service is offered in two options to the customer:

Redundant archiving: Unigy 360 continues to archive a call that has been downloaded via the API for redundancy. These calls can continue to be accessed via the Unigy 360 Cloud Services Portal.
Delete immediately: Unigy 360 purges the copy after confirmation of delivery of the call.

For a general description of Verba Import sources, please refer to Import sources.

Supported file format for import:

GSM-FR encoded audio in WAVE container

Recording is supported for the following modalities:

Voice

Creating an IPC Data Exchange import source

Follow the steps below to create a new Verba Import source for IPC Data Exchange:

Step 1 - Open the Verba Web interface then select Data > Import Sources from the top menu

Step 2 - Click on the Add New Import Source link on the top right

Step 3 - Complete the configuration according to the requirements in the following table

Configuration item	Description
Name	Name your import source. This name will identify this source across the system.
Type	Select IPC Data Exchange
Service URL	A specific URL for each customer must be used to get the call list, retrieve a call and acknowledge the file has been processed
Authorization Provider URL	A specific URL must be used to be authenticated and authorized to use the Data Exchange API.
Client Id	OAuth client identifier
Client Secret	OAuth client secret
User Id	An ID used for identifying the tenant
Password	Password for the user defined above
TLS Certificate File / Thumbprint	Specify the certificate file/certificate thumbprint that is being used for the IPC Data Exchange connection. If left empty then the Verba default certificate will be used
TLS Key File	Specify the file where the certificate key is stored if not in the Windows certificate store
TLS Key File Password	Specify the password for the file that contains the certificate keys
TLS Trust List	Specify the list of certificates that Verba trusts from a 3rd-party connection. Available options: .pem file with a list of certificates comma separated certificate thumbprints comma separated CA thumbprints

Step 4 - Click Save to save the settings

Import policy configuration

Follow the steps below to configure the Data Import action:

Step 1 - In the Verba web interface, navigate to Data > Data Management Policies

Step 2 - Click on the Add New Data Management Policy button at the top-right corner of the page

Step 3 - For the action, select Data Import

Step 4 - Under Available Import Sources, select the Import Source that you created, then click on the Add button just below the text field

Step 5 - Configure the policy details, based on the information that is shown in the configuration items summary table below

Step 6 - Set up how frequently the Import should be run in the Scheduling section

Step 7 - Click on Save

Configuration Parameter Name	Description
Enable Recording Rules	Specifies if all data should be processed in the imported data set or just the records of the recorded users as configured in Verba
Execute Only on Selected Servers	If enabled, a specific server can be chosen that will run this policy

Extension configuration

To match the imported conversations to a Verba extension (and to a Verba User account) you need to add the IPC Data Exchange login names to Verba as extensions with type "User / Agent ID".

IPC Data Exchange metadata

The system captures the following metadata specific to IPC Data Exchange recordings. These fields are available through the standard and the IPC Data Exchange specific custom metadata template.

Metadata Field	Description	Template	Available
Start Date		Standard	Yes
Start Time		Standard	Yes
End Date		Standard	Yes
End Time		Standard	Yes
Duration		Standard	Yes
From	Phone number, Button name, User name	Standard	Yes
From Info	User / contact name	Standard	No
To	Phone number, Button name, User name	Standard	Yes
To Info	User / contact name	Standard	No
Direction	Direction of the call from the system perspective, requires configuring internal number/domain patterns	Standard	Yes
Direction (User)	Direction of the call from the recorded user perspective	Standard	Yes
From (Verba)	Name of the Verba user associated with the calling party	Standard	Yes
To (Verba)	Name of the Verba user associated with the called party	Standard	Yes
Location	Hostname of the recording server	Standard	Yes
End Cause		Standard	No
Audio Codec		Standard	No
Video codec		Standard	No
Platform Call ID		Standard	Yes
Silence Ratio		Standard	No
Talkover Ratio		Standard	No
Longest Silence		Standard	No
User ID / Agent ID	IPC Unigy Trader ID	Standard	Yes
From Device		Standard	Yes
To Device		Standard	Yes
Dialed Number		Standard	No
From IP		Standard	No
To IP		Standard	No
From Proxy IP		Standard	No
To Proxy IP		Standard	No
Source Platform	IPC Data Exchange	Standard	Yes
Conversation Type	Voice	Standard	Yes
Forward Reason		Standard	No
Recording failed		Standard	No
Media Length		Standard	No
Media Error		Standard	No
Voice Quality		Standard	Yes
Record Type	Standard	Standard	Yes
2N Source		Standard	No