Data Sources

Data sources represent third-party systems, such as a private branch exchanges (PBXs) or CTI middleware servers. The 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. typically provides agent state, device state, and data change events.

The Recorder makes business decisions on the interactions to record based on the events supplied by the Integration Service. They also provide business views of interactions based on different logic.

Each type of recording you can configure involves a different type of data source:

Application data sources are for capturing voice calls, video calls, text and email messages, and video meetings (including screen share and chat messages) from cloud platforms and multi-channel platforms.
Dialer data sources are for capturing voice calls from an outbound campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. dialer.
LAN data sources are for capturing agent screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. (also called screen recording).
PBX data sources are for capturing voice calls from private branch exchanges (PBXs).
Phone data sources are for capturing voice calls from a computer telephony integration (CTI) middleware server.
A Radio data source is for capturing voice calls from a trunked radio system.

The types of data sources that you can create depends upon licensing and your system configuration.

To learn more about a specific data source available to you:

Click Create Data Source, then choose a Data Source Type and set any other options before clicking Select.
Next, click the help button for instructions on how to configure that particular kind of data source.