Supported Integration Service CTI adapters

The following adapters are supported. Note that only those adapters supported by the switches you have available appear in the application.

Supported Integration Service CTI adapters

• For Aastra SIP Client, choose Aastra SIP Client Adapter.

• For Aastra TSAPI, choose Aastra TSAPI Adapter.

• For Alcatel TSAPI Adapter, choose Alcatel TSAPI Interface.

• For Amazon Connect, to record real-time audio, create the following:

  • Amazon Media Adapter

  • Amazon Agent Event Stream Adapter

  • Amazon Connect Adapter

• For Amazon Connect, to record post-call audio and chat, choose Amazon Connect Adapter

• For Amazon Connect, to record 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., choose Amazon Agent Event Stream Adapter

• For Aspect Contact Server (Portal), choose Aspect Portal Adapter.

• For Aspect Conversations Dialer, choose Aspect Conversations.

• For Aspect Event Bridge, choose Aspect Event Bridge Adapter.

• For Aspect Transaction Link, choose Aspect Transaction Link Adapter.

• For Aspect Unified IP, choose Aspect Unified IP.

• For Avaya ASAI using CVLAN, choose Avaya CVLAN Adapter.

• For Avaya Aura Contact Center, choose Avaya AACC Aura Adapter.

• For Avaya DMCC, choose Avaya CMAPI Adapter.

• For Avaya DEFINITY using CTConnect, choose enVox CTConnect Adapter.

• For Avaya DEFINITY LAN Gateway (DLG), choose Avaya DLG Adapter.

• For Avaya DEFINITY using TSAPI, choose Avaya CT (TSAPI) Adapter.

• For Avaya NES Meridian/Succession using CTConnect, choose enVox CTConnect.

• For Avaya NES Meridian/Succession using MLS, choose Symposium Adapter.

• For Avaya Oceana, choose Avaya Oceana Adapter.

• For Avaya OneCloud, see Avaya OneCloud Adapter

• For Avaya Proactive Contact, choose Avaya PDS Adapter.

• For Avaya Proactive Outreach Manager, choose Avaya POM Adapter.

• For BroadWorks, create a BroadWorks CTI Adapter and SIPREC adapter for BroadWorks

• For Cisco CallManager with JTAPI, choose Cisco JTAPI Adapter.

• For Cisco CURRI Adapter, choose CURRI Adapter.

• For Cisco Intelligent Contact Management (ICM) for use with Avaya, Cisco Call Manager, or Cisco IP, choose ICM Adapter

• For Cisco Jabber Adapter, choose a Cisco Jabber Event Broker Adapter.

• For Exec Record or Contact Tagging using Cisco Phone Services , choose Cisco Phone Services.

• For Cisco SIP, choose SIP Proxy Adapter

• For Cisco Unified Contact Center Express, choose Cisco UCCX.

• For Cisco Webex Contact Center, choose:

  • Cisco Webex Contact Center Polling Adapter for audio & screen capture

  • Cisco Webex CC Webhook Adapter for screen capture

• For Five9 VoiceStream, choose Five9 VoiceStream Webhook Adapter

• For Genesys Cloud CX (formerly Genesys PureCloud), to capture real-time audio, choose:

  • Genesys Cloud CX API Adapter

  • Genesys Cloud CX AudioHook Media Adapter

• For Genesys Cloud CX (formerly Genesys PureCloud), to capture conversations from digital channels, choose Genesys Cloud Text Polling Adapter

• For a BYOC Genesys Cloud CX with Session Border Controllers (SBC) to capture audio, choose:

  • Genesys Cloud CX API Adapter and

  • SIPREC Adapter

• For Genesys Engage systems using SIP delivery, to capture audio, choose:

  • Genesys SDK

  • SIP Proxy Adapter

    NOTE: If you have an older recording system Process of capturing an employee-customer interaction for playback, screen and dialer-based interactions, and evaluation purposes., it might use the Genesys Legacy T-Lib, which was deprecated and now effectively redirects to the Genesys SDK Adapter.

• For Genesys Engage Chat, choose the Genesys Chat

• For a Huawei integration, choose Huawei Adapter

• For Intelligent Self Service Adaptive Fraud, choose Intelligent Self Service Adaptive Fraud Adapter.

• For Interactive Intelligence with the COM API, choose I3.

• For Interactive Intelligence ICELib with the ICELib API, choose I3 ICELib Adapter.

• For Microsoft Teams audio and video capture, choose Microsoft Teams BOT Adapter

• For Microsoft Teams chat capture, choose Microsoft Teams Chat Adapter

• For Mitel MiTAI Adapter, choose Mitel MiTAI Adapter.

• For Mitel SRC Adapter, choose Mitel SRC Adapter.

• For NEC NEAX (for NEAX2400 and SV8500 switches), choose NEC NEAX Adapter.

• For integrations using the Interaction Capture Control API (eQuality Connect V6) Adapter, choose Recorder Integrations API (eQuality Connect v6) Adapter.

• For SAP BCM, choose SAP QMI Adapter.

• For tagging in SIP Trunk Recording environments, choose SIPREC Adapter

• For Skype for Business or Lync, choose either Skype Audio Adapter/Skype Chat Adapter (for the current solution), or Lync Audio/Lync Chat (for the legacy solution).

• For integrations that use the Text Capture API, choose Text Ingestion API Adapter

• For Twilio contact The entire communication experience for a customer, from beginning to end. centers, choose:

  • Twilio Adapter

  • Twilio Event Stream adapter

  • Twilio Media Adapter

• For Unify (Siemens) SIP Proxy, choose Unify (Siemens) OSV SIP Proxy Adapter

• For Unify (Siemens) CSTA, choose Unify (Siemens) CSTA Adapter

• For Unify (Siemens) OSCC, choose Unify (Siemens) OSCC Adapter

• For Unify in earlier systems, choose Unify TCP (contact Verint field services for assistance with this type of integration).

• For Verint Messaging (Conversocial) systems, choose Conversocial Polling Adapter (Verint Messaging)

• For Zoom Contact Center, choose Zoom Contact Center Media Adapter and Zoom Contact Center CTI Adapter.

• For Zoom Meetings, choose Zoom Meetings Archive Polling AdapterZoom Meetings Archive Polling Adapter

• For Zoom Phone, choose Zoom Phone Archive Polling Adapter