Integrations & Data Ingestion

target audience it teams, system administrators description a technical reference page explaining how conversational data flows into cqa from exotel products or external systems 6\ integrations & data ingestion cqa delivers value by analyzing conversations to do this, it must have access to call recordings and their associated metadata cqa supports various integration methods to ingest data from different telephony systems, crms, and storage solutions once an integration is established and the customer is onboarded (tenant/user creation + metadata/qp/assignment rule configuration), data ingestion and analysis occur automatically 6 1 exotel ecosystem integrations for customers using exotel's proprietary platforms 6 1 1 ecc4x integration (app server api & sftp) in this setup, cqa can either function separately, or can be embedded directly within the ecc4x interface via an iframe , providing a seamless user experience data flow cqa fetches recordings automatically on a daily basis, either via app server apis or by pulling reports uploaded on cqa server (s3) via sftp sftp approach how it works (backend) vla module on ecc generates and uploads a report to cqa server (s3) via sftp cqa uses the voice log api to fetch the actual audio recording using the call sid available in the sftp report the system analyzes the call based on configured assignment rules on premise requirements vla enabling vla must be enabled on the ecc4x setup app server api approach how it works (backend) ecc pushes recordings and metadata information in its own table cqa uses the app server api to fetch the actual audio recording using the call sid available in the ecc table the system analyzes the call based on configured assignment rules on premise requirements whitelisting app server customer needs to whitelist the app server so that the apis can directly access the tables 6 1 2 ecc6x integration (native kafka) this is a deeper, native integration designed for high throughput environments data flow bi directional streaming via a kafka pipeline on premise requirements for on prem ecc deployments, the only network configuration required is whitelisting the cqa ip address (cqa should be able to listen to the customer’s kafka servers) how it works (backend) ingestion cqa consumes recordings and metadata directly from the ecc kafka stream feedback after analysis, cqa pushes the results (scores/data) back into the kafka pipeline for ecc to consume event driven per conversation cqa picks it up as and when a conversation event is generated by ecc, making this near realtime analysis 6 1 3 exolite platform for users on the standard exolite platform, cqa is accessible via a dedicated redirection button within the exolite dashboard data flow cqa automatically fetches recordings daily using the bulk call api how it works the integration operates entirely on the backend via api connectivity users perform standard configuration (quality profiles, rules), and cqa handles the data retrieval automatically 6 2 universal & external integrations for customers using 3rd party contact centers (ccaas), crms, or cloud storage 6 2 1 standard api (external ccs & crms) cqa provides a standard api designed to make the platform agnostic this allows any external system to feed data into cqa and retrieve results architecture standard structure the api defines a strict schema for how conversations and metadata must be formatted connector a connector (middleware) is built to bridge the external component and cqa workflow input the connector pushes conversations and metadata from the external source (e g , salesforce, genesys) into cqa via the api processing cqa routes the data based on assignment rules and analyzes it output analysis results are exposed via the api (while also showing it on the cqa dashboard), allowing the external system to consume scores and insights in its own interface note the standard api can be used by customers/ps teams to build connectors to ingest data from external components to cqa, and fetch data back from cqa to the external components 6 2 2 aws s3 connector (cloud storage) this integration is designed for batch processing from systems that dump recordings to aws s3 data flow native connector support for pushing/pulling data from s3 buckets security supports authenticated s3 buckets (protected behind auth) how it works upload user/system uploads conversations and metadata files to a designated s3 bucket fetch cqa detects the new data, authenticates, and fetches the files analyze recordings are processed according to the active assignment rules push back cqa pushes the final analysis results back to an s3 bucket (output folder) note internally, this connector utilizes the same standard api infrastructure mentioned in section 4 6 3 summary of integration capabilities integration type primary mechanism data direction (ingress) data direction (egress) prerequisite status ecc4x sftp report or app server api ✅ ❌ vla enabled, ip white listed (if on prem) done ecc6x kafka pipeline ✅ ✅ whitelist cqa ip (if on prem) in progress exolite platform bulk call api ✅ ❌ none in progress external/ccs/crm standard api + connector ✅ ✅ connector development in progress s3 storage native s3 connector ✅ ❌ s3 bucket access/auth in progress