Conversation Service
The Conversation Service is a single source of truth for all captured calls in the system, and makes use of various technologies and components like Cassandra and ClickHouse to power the different use cases across the U-suite products. When a call starts the Conversation Service checks with the Policy Manager if the call should be recorded, if so then the Conversation Service supplies a Conversation ID to the Audio Connector, the call is assigned this universal Conversation ID which is used to identify the call throughout the system, this allows the system to query specific calls and tie conversations together.
The Conversation Service receives modernized metadata from the Audio Connector to the Upstream Consumer via GRPC, this metadata is mapped to expected metadata fields which are uniform across all captured calls, the Conversation Service can then seamlessly store, query, and filter captured calls using this metadata. The Conversation Service Upstream Consumer also receives a transcription of the call audio from the ASR, this transcription is added to the call metadata using the Conversation ID.
When a user searches for a call in the UI they can search across the metadata stored in the Conversation Service, the Conversation Service checks with the Policy Manager to confirm what calls the user is allowed to access (access privileges are determined using a combination of User Management Hierarchy/Roles and Access Control Policies, see Manage Users for U-Capture for details), and then provides filtered results to the user that match the users initial search and their access privileges.
Note
The available metadata for each call varies depending on the integration, see the relevant Technical Guidelines topic for details.
Note
The above summarizes how call metadata is processed by the Conversation Service for U-Capture, the Conversation Service has additional features that are used by other applications, see the relevant documentation for details.