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• 5.19

Call Recording Export

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Contact Center Administrator > Quality Management > Call Recording Export


Tenant-level rules for the export of recordings across all services can be configured in the Call Recording Export section. To configure the settings for an individual campaign, see the results tab.

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Enable export of all call recordings

To export all of the call recordings, select Enable export of all call recordings.

What to export

Type of content

Use Type of content to control what you export. You can choose between Complete call recordings and Recordings of agent segments.

Recording completed after

To set the time frame from which to start exporting call recordings, choose a date for Recording completed after.

Destination

Protocol

This is the protocol that you're sending the files over. You may choose between FTP, SFTP and Amazon AWS.

Integration Account

If you've selected Amazon AWS as the protocol, select an integration account.

FTP/SFTP Server hostname

If you are sending files over FTP or SFTP, enter the hostname for the server in the FTP/SFTP Server hostname field.

Recordings

The Recordings field allows you to set the structure of the file name using variables. The default format is as follows:

recordings/$(callDate)/$(callHour)/$(callDate)$(callTime)_$(customerPhone)_$(agent)_$(uniqueId).wav

Upload Manifest with list of files

When CSV is checked, a CSV file of the call recording metadata of the export will be created. The structure of the file name can be controlled with variables. The default format is as follows:

recordings_details_$(currentDate)_$(currentTime).csv

Insert messages into SQS

If you've selected Amazon AWS as the protocol, enable SQS to send the call recording metadata to Simple Queue Service (Amazon SQS).

Authentication

If you are using FTP or SFTP as your protocol, then you must enter the credentials described below.

Username

You can set your username for the FTP/SFTP server in the username field.

Password

You can set your password for the FTP/SFTP server in the password field.

Daily export time window

set by provider

Daily export time window is the time window during which the export of recordings will take place.

Use exported files for playback in interaction search

If you are using Amazon AWS as the protocol, enable playback on all services receiving the default S3 call recordings export by selecting the Use exported files for playback in interaction search checkbox. You may want to use this option it is expected that the recordings will be stored on AWS longer than the recording retention period on Bright Pattern Contact Center.

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