Conversocial Polling Adapter (Verint Messaging)

Verint Messaging stores chat and text conversations in a Snowflake database. The Conversocial Polling Adapter retrieves closed conversations from the Snowflake database and sends them to the Interaction Capture service for ingestion.

Before you begin

Create the Conversocial 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..

The Conversocial Polling adapter raises and alarm and shuts down immediately after it restarts when the Verint Messaging (Conversocial) data source is missing the default employee.

Procedure 

  1. In Recorder Manager, go to General Setup. Under Integration Adapters, click Settings.

  2. Click Create, then select Conversocial Polling Adapter.

  3. Complete the following mandatory settings:

    Field

    Description

    Adapter Name

    Type a unique name for this adapter.

    Do not use the following special characters, which are reserved for XML tagging: < > $ & ' ".

    Description

    By default, this field displays the full name of the adapter.

    Best Practice. Enter any information that helps identify this adapter, such as the tenant's name.

    DataSource

    Select the application capture source created for Verint Messaging (Conversocial).

    Allow overlapping P2P

    		 Set to True so that the adapter processes closed conversations that contain the same participants. This setting allows a participant to be involved in different chat conversations at the same time.

  4. If your Service Provider advises it, configure the following parameters:

    Field

    Description

    Startup Type

    Select how the adapter behaves after the host server restarts.

    • Automatic: (Default) The adapter starts automatically when the host Recorder 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.

    Polling Frequency (minutes)

    How often the adapter requests closed conversations from the Snowflake database. The default is 5 minutes.

    Polling Time Window (minutes)

    Suggested value is 150 minutes.

    The amount of time, starting from the current moment and extending into the past, that the adapter requests closed conversations from the Snowflake database. The default is 10 minutes.

    When the Polling Time Window is set to 10 minutes (the default), the adapter requests all conversation closed between now and 10 minutes previously.

    If you notice that closed conversations are consistently missing from EDM Capture, it may be that closed conversations are taking longer to be saved in the Snowflake database. If this happens, change the Polling Time Window to an amount of time greater than the maximum delay expected by Verint Messaging.

    Timespan for purging (hours)

    The age of a watermark to be deleted during a data purge. Data cannot be recovered after it is purged. The default is 4 hours.

    Example:  

    When Timespan for purging is set to 4 hours, watermarks older than 4 hours are deleted from the database when the Time interval for triggering purging setting occurs.

    Time interval for triggering purging (minutes)

    How often the adapter purges old data from the database. The default is 1 minute.

  5. Click Save.

Related information 

Verint Messaging Recording Integration Guide