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, select the customer from the list and click Edit. Copy the value in the IAM Account ID field.

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

6.

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

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

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Enter the customer's IAM Account ID.

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.

Select the ‘Enable SIP Recording’ checkbox.

c.

Click Submit.