How to import external phone calls into Invoca using the Call Ingestion API or SFTP

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This article describes a set of features in beta
If you'd like to add External Call Ingestion in your Invoca account package, get in touch with your Invoca Customer Success Manager or Account Manager to learn more.

Invoca features best-in-class conversational analytics tools to help you gain advanced insights from your business's phone calls — and that doesn't just include calls driven through your landing pages. Using our Call Ingestion feature, you can import phone call recordings and metadata from any source to your Invoca account via API or secure file upload (SFTP).

Using the Call Ingestion feature, you can…

• Better understand your outbound phone calls by connecting them to our award-winning Signal AI  and conversation intelligence insights.
• Track fast, actionable coaching opportunities for your call center agents no matter how those phone calls started with our agent coaching tools.
• Close the loop by connecting all your phone calls — whether driven through the Invoca Tag or not — in your Invoca reports for a full view of your business.

If you'd like to get started with Call Ingestion, first contact your Invoca Customer Success Manager to discuss adding this feature to your Invoca account. Be sure to include in your request whether you plan to send your phone calls to Invoca via API or SFTP.

Providing links to your call recordings

Invoca's Call Ingestion feature receives recordings of your phone calls through a URL, which you include in either your system's call to our API or send to Invoca via SFTP. Your Invoca account can accept the following types of hyperlinks:

• Pre-Signed URL: If your call recording is hosted in Amazon Web Services' Simple Storage Service (AWS S3), you can send each recording using a pre-signed URL, which adds a special token granting Invoca access to the recording file.
• Public URL: If you don't require any special authentication for Invoca to access your call recordings, you can send a simple URL to the location your call recording file is hosted.
• Secure recording URL: If you want to require authentication to access your call recordings and they aren't hosted in AWS S3, consult our API documentation to learn how to set up an Auth Configuration with Invoca.

Supported formats and standards for uploading phone call recordings

In order for our system to be able to analyze your call recordings, every recording must be in dual-channel stereo, with the caller's voice on one channel and the call center agent's voice on the other channel.

• Inbound: For inbound phone calls (in which your business received the call), your caller's voice should be recorded on channel 0 and your contact center agent's voice should be recorded on channel 1.
• Outbound: For outbound phone calls (in which your business initiated the call), your contact center agent's voice should be recorded on channel 0 and your customer's voice should be recorded on channel 1.

Additionally, Invoca can receive recordings in the following audio formats:

• .wav
• .mp3
• .mp4 (audio only)

After receiving your recording, your Invoca account will convert the audio file to our default call recording format (MP3, 8kHz sample rate).

Sending phone calls to Invoca via the Call Ingestion API

Invoca's Call Ingestion API receives data that you send from another system and receives your calls one-by-one, as they happen. If you're interested in using Call Ingestion via API, you must have developer resources available to integrate your other system with the API. Check out our Call Ingestion API documentation for a list of fields and parameters to develop against.

Sending phone calls to Invoca for Call Ingestion via SFTP

To use Secure File Transfer Protocol (SFTP) to send phone calls to Invoca, you'll need to send a list of your phone calls — including a link to the call recording — as a Comma Separated Value (.CSV) file. Our friendly Customer Success team will provide you with the file transfer address and authentication credentials you'll need when you request to enable this feature.

Related:
• Invoca Call Ingestion API documentation
• How to review your phone calls by listening to recordings and reading transcripts 
• Importing call conversions via Signal file upload