With Contact Center AI Platform (CCAI Platform), you can export call events to a QM (quality management) or SIPREC (SIP recording) system. Your QM or SIPREC system must be able to ingest CTI (computer telephony integration) events. For SIPREC integrations, Google recommends setting up a SIPREC stream to receive SIPREC call events.
QM versus SIPREC call events
QM and SIPREC call events are used for different purposes, so which option you choose depends on your use case. The following table outlines their main differences.
| QM call events | SIPREC call events | |
|---|---|---|
| Purpose | Quality management and call monitoring. Typically used for activities like call recording, evaluating agent performance, and ensuring compliance with quality standards. | Real-time event collection and recording of SIP (Session Initiation Protocol) communications. SIPREC is a protocol used for recording voice and video calls in real-time or near real-time, often used for compliance, security, and troubleshooting purposes. |
| Use cases | Crucial for industries where regulatory compliance and quality control are important, such as contact centers, financial institutions, and healthcare organizations. Often used for monitoring customer interactions and assessing agent performance. | Typically used in scenarios where it's necessary to record and capture SIP-based communication sessions, such as VoIP (Voice over Internet Protocol) calls. Important in industries where regulatory compliance, legal requirements, or security monitoring are priorities. |
| Content | Call recordings, call metadata (such as call start and end times), and associated data relevant to quality assessments. | Information related to the setup and teardown of SIP sessions, as well as the media streams (audio and video) being exchanged during the session. |
Set up a QM or SIPREC integration
To set up a QM or SIPREC integration, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.
Go to the Session Data Export pane, and then click Manage Data Export Settings. The Session Data Export pane appears.
Click the QM Integration toggle to the on position.
Select your call event type and fill in the fields that appear.
Click Save.