Onboard Your Live CX Customer with SIPREC

To enable Interaction Insights to connect to calls from the customer’s devices (for example, specific phone numbers) that must be recorded, assign the Live CX service to the tenant and specify the relevant phone numbers. For a detailed description of Live CX, see Live CX.

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To onboard Live CX for Interaction Insights:

1.

Verify that Live CX is enabled for your customer tenant, and enable it if needed (see Setting Up Service Provider Tenants).

2.

Retrieve the customer's IAM Account ID: Navigate to Topology > Customers and select the customer from the list. Copy the value in the IAM Account ID field, which can be found in the Customer Details panel.

3.

If not already done, add an Interaction Insights service tenant to the customer (see Onboard Interaction Insights Services).

4.

Add Live CX to the customer (see Onboarding Live CX Service).

5.

Add a Live CX connection (see Add Live CX SIP Connection).

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For 'SBC Onboarding Script', select LiveCX-Add-CX-with-SIPRec.

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Enter the customer's IAM Account ID.

6.

Add a SIP connection to the customer's PSTN (see Add PSTN SIP Connection).

7.

Upload all numbers that should be recorded (see Uploading Numbers).

8.

On the Live CX Numbers Management page, for each number to record:

a.

Select the number and click Settings.

b.

In the 'SIP Recording Type' field, type:

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“Single” if your customer was deployed with Interaction Insights Essential License

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“Double” if your customer was deployed with Interaction Insights Pro License

a.

Click Submit.