VERINT REFRESHER

Prepared by: Dhexter Villa

For Customer Care Team ☺
“
The nicest thing about teamwork is
that you always have others on your
side. — Margaret Carty

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REFRESHER TOPICS
G!

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REFRESHER TOPICS
Session #1: Verint Overview
Session #2: Installation
Session #3:
Session #4:
Session #5:
Session #6:
Session #7:
Session #8:
Session #9: 4
SESSION # 1

Prepared by: Dhexter Villa

For Customer Care Team ☺
VERINT OVERVIEW
Session #1… are you ready?

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Topics

◈ Deployment and Scalability

◆ Deployment and Scalability
◇ Overview
◇ Platforms and Server Roles
◇ Deployment Levels
◇ Databases by Platform

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Topics

◈ Logical Architecture
◆ Overview
◇ Data Center
◇ Sites
◇ Desktops
◈ Sample Data Flows
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Deployment and
Scalability

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Deployment Overview
◈ The system is deployed with one Data Center Zone, one or more
Site Zones, and multiple Desktops in the Customer Environment.
◈ The Data Center and Site Zones each contain server roles that
provide specific functionality for the system.
◈ A platform is a predefined logical group of server roles that are
installed together on a physical server is defined.
◈ Only one single platform can be installed on a server.

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Platforms and Server Roles
◈ There are different platforms in each logical zone in the system
(Data Center and Site zones). Every platform consists of specific
server roles.
◈ Server roles provide logical services corresponding to one of the
functions provided by the Data Center Zone or Site Zone.

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Deployment Levels
◈ The system supports various deployment levels (or scales),
ranging from a small deployment (level 1) to an enterprise scale
(level 6). To support this range, the system can be deployed in
one server or multiple servers, depending on the size of the
deployment.
◈ The smallest deployment is a single box solution where the two
logical zones, Data Center and Site, reside on the same
physical server. A single box deployment is a consolidated
platform that consists of almost all the server roles that are part
of the WFO analytics offering. 13
Deployment Levels

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Databases by Platform
◈ Platforms host specific databases. The databases
hosted by the platform depend on the deployment level
and the platform itself.

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Databases by Platform

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Logical Architecture

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Logical Architecture Overview
◈ The system logical architecture is based on three logical
deployment zones:

◆ Data Center
◆ Sites
◆ Desktop

◈ The Data Center and Site Zones each contain server

roles that provide specific functionality for the system.
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Basic Verint Topology
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Data Center

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Data Center
◈ The Data Center provides a single, central point of
access for application and content metadata.
◈ Every system deployment includes one Data Center
zone.
◈ Users access the Data Center to view and modify
system stored and real-time data. Users who do not
have access to the Data Center zone cannot log in to
an application or access any of the data. 21
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Databases
◈ Store system management data, application
management data, and operational data.
◈ Server Roles: • Framework Data Warehouse •
Interaction Data Warehouse • Archive Database •
DPA Database • Framework Database • Contact
Database • QM Database • Contact OLTP Database •
Biometrics Database • Speech Analytics Database •
Speech Products Database 23
Web Services
◈ Provide a secure interface for the upload, retrieval
and updating of Data Center zone database
information, and of real-time information received
from the CTI switch.
◈ Server Roles: • Framework Applications •
Interaction Applications • DPA Application

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Web Applications
◈ Includes a cluster of various Web-based applications
that serve all users in the organization and present
different user interface options according to user
privileges.
◈ Server Roles: • Framework Applications •
Interaction Applications • DPA Application

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Data Processing
◈ Includes offline services used for data processing
hosted on one or more servers.
◈ Server Roles: • Interaction Flow Manager •
Framework Integration Service • Speech Application
Service • Forecasting and Scheduling Service •
Interaction Analytics Services

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Reporting Services
◈ Provides the SQL Server Reporting Services
◈ Server Roles: • Reporting Services

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Sites

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Sites
◈ The Site zone is responsible for recording (known as
content acquisition), content storage, and integration with
the customer environment.
◈ The Site zone hosts components used for integration with
the customer environment for Full-Time Recording and
Workforce Management.
◈ When a Site zone is disconnected from the Data Center
Zone, users at the Site cannot connect to applications,
search calls, or playback calls. 29
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Content Access
◈ Enables users and background offline processes to retrieve
audio and screen real-time and recorded content.
◈ Server Roles: • Content Server • Telephone Playback
Service

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Integration Services
◈ Provide integration with the customer environment, and
include services such as agent information, interaction
information, and third-party systems integration.
◈ Server Roles: • Recorder Integration Service

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Recorder, Content Access, and Integration Services
◈ Allows creating, capturing, and managing short, context-
sensitive surveys to capture data immediately after the
customer interaction with agents. Surveys are delivered to
customers based on defined rules.
◈ Server Roles: • Customer Feedback Survey

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Recorder
◈ Captures audio, video, and screen activity of agent calls.
When an agent screen is recorded, screen images are
uploaded from the agent desktop to the screen recorder.
◈ Imports recorded content (audio and metadata) from
external source systems into the recorder local call buffer
for system use and processing.
◈ Server Roles: • IP Recorder • IP Recorder Video • Screen
Recorder • TDM Recorder • IP Analyzer • Recorder
Ingestion Web Service • Import Manager 34
Content Storage
◈ Stores content on both a short-term and long-term basis,
using different components.
◈ Server Roles: • Central Archive

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Content Processing
◈ Processes audio content and performs offline processing
of speech transcription files for analytics using the Speech
Transcription Engine.
◈ Server Roles: • Speech Transcription Service

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Recorder Analytics Framework
◈ The Recorder Analytics Framework architecture provides
a framework that enables the system to support multiple
analytics solutions concurrently for metadata and audio
captured by recorders.
◈ Server Roles: • Recorder Analytics Framework

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Analytics Engines
◈ An Analytics Engine analyzes the metadata and audio
provided by the Recorder Analytics Framework.
◈ Server Roles: • Voice Biometrics Engine • Voice
Enrollment Engine • Real-Time Acoustic Engine • Real-
Time Speech Engine

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Desktops

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Desktops
◈ The Desktop is the main component in the
customer environment that hosts software and
certified third-party software.
◈ Depending on the package, the Desktop
optionally contains the following types of clients
required by agents to work with system servers:
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Desktops
◆ Integration Services Agent: Retrieves and acquires agent
information and extend contact metadata with data available
only on the agent desktop.
◆ Content Recorder Agent: Records agent screen activity.
◆ Content Access Client: Provides Playback Control
(Interactions and Analytics).
◆ Thick Client Applications: Includes Form Designer
(Interactions and Analytics)
◆ Real-time Agent Notification: Enables the system to send
notifications to the employee desktops.
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Checkpoint ☺
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Sample Data Flows

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Recording Storage
Data Flow

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Search for Interaction
in Recorder Site Data
Flow

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Query and Select
Interaction Data Flow

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End of Session #1.. Questions?
Reference Document used: WFO_V15_2_Technical_Overview 50