Managing storage locations

Users can export interactions from the Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. (RM) and Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). Rules Management (PRM) applications to these different storage target types (or targets):

  • Amazon S3

  • Server Message Block (SMB)

  • Secure File Transfer Protocol (SFTP)

  • Azure

  • Google Cloud Storage (GCS)

The SMB and GCS storage target types are not available in multi-tenant environments.

To use storage targets, the 2021R1 - Export Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Media using Storage Targets feature must be enabled on your system.

In the Enterprise Manager, you define the storage target to which interactions can be exported. The names of the storage targets defined in Enterprise Manager appear in the user interfaces of the RM and PRM applications when a user exports interactions from those applications. Users of those applications can then select the specific storage target to which they want to export interactions.

From the Storage Targets user interface, you can create, edit, delete, and test the configuration of storage targets.

Topics