External server usage and server roles

External Servers are also called "unmanaged servers," because they cannot be managed or configured from the Enterprise Manager application.

Types of external servers include:

Recorder servers
Storage servers
Text Analytics Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). servers

External servers are usually older versions of the recorder or storage servers that pre-date the Enterprise Manager. These servers do not contain the software that enables them to communicate with Enterprise Manager. Examples of external recorder servers are OEM and Mediastore versions of recorder servers.

There is value in integrating external servers in the recording environment and adding them to the Installations tree.

For example, recordings from external Recorder types (such as Mediastores) can be stored in a Centralized Archiving system that supports all Recorder types. In this case, the external server must be added to the Installations tree to enable it to store recorded media in the Centralized Archiving system.

After adding an external server to the Installations tree, you can activate any of the following server roles for the external server. The server roles that you activate determine the functionality provided by the external server.

External Mobile Gateway role (This role is used to represent the mobile services that interface with WFO. This role must be known by other components.)
External Acquisition Integration Service role
External Acquisition Server role
External Recorder role
External Screen Recorder role
External Screen Storage role
External Speech Transcription Service Server role in the Site zone that retrieves and transcribes the audio files of recorded interactions and outputs two different types of data—the transcribed text of the recorded conversation, and metadata about the recording. role
External Storage role
External Telephone Playback Service role
External TAS server role Entity that contains a logical, predefined set of components (system software or certified third-party software) deployed in the Data Center and Site Zones that provide specific functionality for the system.
External Work Assist Cloud Configuration
External Real-Time Agent Assist Cloud Configuration