Use the Voiso Call Recordings Replication to Amazon S3 to replicate call recordings to your Amazon S3 bucket for processing client-side outside of Voiso.

Copy call recordings to AWS S3

The Call Recordings Replication to Amazon S3 integration enables you to automate the streaming of voice call audio recordings from the Voiso Call Details Record (CDR) to an Amazon S3 bucket that you specify.

You do not have to create an application or use webhooks. Use Voiso's pre-built feature to replicate voice call recordings, then use your own or third-party application to process the recordings.

The following folder and file structure is used for call recordings:

One folder per calendar day
Folders are named using a year, month, and day tree structure. For example: 2023 > 03 > 13.
Call recording files are named <uuid>.mp3 where UUID is the universally unique identifier number assigned to the call.

Tip: If Speech analytics is enabled for your account, you can select Upload Call transcriptions to also stream call transcripts to your S3 bucket. RTF files of call transcriptions are in the same bucket as the call recordings in the Transcriptions folder. The call transcript file naming format is <uuid>.rtf.

Note: This communication channel only streams the call recordings to your Amazon S3 bucket. Customers CANNOT retrieve any records via the interface.

Integration

To use the Call Recordings Replication to S3 pre-built integration, navigate to Administration > Integrations, then click the AWS - S3 tile.

The AWS - S3 page provides information about the AWS - S3 integration, instructions for connecting the integration, and a list of prerequisites you should have in place before clicking Connect.

To complete the integration you require the following parameters as defined by your Amazon account:

S3 Bucket: The name of your S3 bucket.
Region: The AWS region (pre-filled by Voiso). Create your S3 bucket in this AWS region, as other regions do not work. Amazon only allows you to replicate within the same region.
AWS user: Voiso 'user' (pre-filled by Voiso). Copy and configure this field in your S3 bucket policy.

Managing your integration

To manage an existing AWS - S3 integration, navigate to Administration > Integrations, then click the AWS - S3 tile.

On the AWS - S3 integration page, you can reconnect an integration that has lost connection or disconnect a connected integration.

Click the Edit connection button and selected either Reconnect or Disconnect.

Reconnecting an integration

To reconnect an integration that has been disconnected, either manually or as the result of an error, or to modify the connection, click Edit connection, then select Reconnect.

Follow the on-screen instructions to connect your integration.

Disconnecting an integration

To disconnect an integration, click Edit connection, then select Disconnect.

In the Disconnect integration panel, click Disconnect to remove the integration from your contact center.

Settings

The AWS - S3 page Settings tab enables you to upload call transcriptions along with your call recordings. To use this feature, Speech Analytics must be enabled in your contact center.

Activation in Amazon

In AWS, open S3 in the Services section. Refer to the AWS documentation for more information about creating S3 buckets.
Create your S3 bucket in the appropriate region. Use the region specified in the Region field in the Connection setup panel.
Ensure that Versioning is enabled in S3 bucket Properties tab, then save the bucket.
In the S3 bucket Permissions tab Bucket Policy, fill in permissions using the following configuration:

//customer bucket 
{
    "Version": "2008-10-17",
    "Id": "S3-Console-Replication-Policy",
    "Statement": [
        {
            "Sid": "S3ReplicationPolicyStmt1",
            "Effect": "Allow",
            "Principal": {
                "AWS": "arn:aws:iam::598988185407:user/cc1-recordings-2" // copy from "Aws user" field on the Contact_Center_Name "Connection setup" panel
            },
            "Action": "s3:*",
            "Resource": [
                "arn:aws:s3:::bucket_name",  // name of the bucket 
                "arn:aws:s3:::bucket_name/*" // name of the bucket 
            ]
        }
    ]
}

Note: For 'String 10 -AWS', fill in the data from the AWS user. For 'String 14 - arn:aws:s3' and 'String 15 - arn:aws:s3', fill in the Bucket name.