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Call recordings and transcripts of certain calls must be archived to external system for 10 years for legal reasons
Note: Call information and recordings are available in EnreachVoice REST API for max. two years.
A simple Pull based solution (REST API only)
A simple solution which is based on polling REST API.
Create a server-side integration, which periodically fetches information of calls
EnreachVoice API user created, with permissions to see required calls, recordings and transcripts
Users/queues/callbacklists whose calls API user has permissions are managed using management group in VoicePortal
Note: Only direct calls classified as ‘work’ can be retrieved. If the direct call is classified as ‘private’, only the user himself can see it
Integration can use:
/calls/ endpoint to retrieve new user-specific call information (owned by users)
/servicecall/, /outbound-servicecall/ and /outbound-callbackcall/ endpoints to retrieve service call information (owned by service queue or callback list)
/calls/recordings endpoint to retrieve the actual audio of call recording
/calls/transcripts endpoint to retrieve the transcript of the call
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call
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More advanced push based solution (Webhook + REST API)
A more advanced solution, which is triggered by webhook notifications.
Create HTTPS endpoint to receive webhook notifications
Webhook subscriptions are configured to send webhooks of relevant events. For example, QueueCallInTranscribed if the purpose is to retrieve transcriptions of incoming service calls.
When transcription is ready, webhook notification will be sent. After receiving the webhook, integration can retrieve all required information from REST API like in REST API only solution
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Scenario: Call data for analytics
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