Communication Recording Agent and Webex
This topic provides general architecture details for the Uniphore Webex Post Call integration. For system deployment details specific to a customer environment, please refer to the customer’s Solution Design Document from Uniphore.
Integration Overview
This topic details the Uniphore post-call integration with Webex Calling.
Webex Calling generates the recorded call media and metadata. Using an integration on the Webex portal, the Audio Connector subscribes through webhook to Webex Calling to automatically receive a notification when a new call is available. When a notification is received, the downstream service makes an authenticated API call to Webex Calling to fetch call metadata and a link to the call audio. The Audio Connector uses the metadata to create a conversation in the Conversation Service, then downloads the media from Webex and converts it to the required format (16-bit, 8kHz, .WAV).
The Webex Calling APIs used are the list_recordings and get_recording_metadata endpoints.
Resiliency
The Webex post-call integration supports an Active/Active (N/N) resiliency model. Multiple Audio Connectors are automatically configured so that in the unlikely event that an Audio Connector fails, the call audio and metadata continue to be captured by the remaining Audio Connectors. As calls are captured, the Audio Connector to which the call's data is sent is determined by the Load Balancer. The Load Balancer ensures even resource usage across the Audio Connectors and ensures that if an Audio Connector is offline, the calls continue to be captured by the remaining Audio Connectors.
By default, three Audio Connectors are available - the number of Audio Connectors is a configurable option.
Webex Multi-Tenancy
The Webex post-call integration supports Multi-Tenancy, where call audio and metadata can be captured from multiple instances of Webex at the same time. This is achieved by configuring separate Audio Connectors with the relevant information for the Webex instance in the matching regions, this is to avoid data being transferred out of the region.
At the time of writing, Audio Connectors can be configured in Asia Pacific (Dubai) Asia Pacific (Mumbai), Asia Pacific (Singapore), Asia Pacific (Tokyo), Australia (Sydney), Europe (Frankfurt), United Kingdom (London), and US East (Ohio).