IPCC express 7.0.2 voice recording and monitoring

[Sam V. Xavier]

Hi Experts,

We are planning to use the built in voice recording and monitoring for our agents in Contact Center using UCCX 7.0.2. I know there are certain restrictions with regards to sizing. Is it possble to change the location where the recording are saved. That is, can we map a drive and save the recording to the mapped drive thus not utilizing the disk space of UCCX itself?

Thanks,

Sam Xavier.

[Jonathan Schulenberg]

There is no documented or supported process for doing that. Additinoally, when you upgrade to CCX 8.0+ there is a hard-stop quota of 2.6GB on the recordings directory. Recording stops working if that quota is hit; the directory does not automatically overwrite files. If you're in the planning phase I suggest a new plan such as the Compliance Recording product or one of the dozen third-parties who provide this functionality.

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[Sam V. Xavier]

Thanks for your response. No we are not in planning stage. The system has been up and running for over 3 years. We have recording software for our enterprise contact center but were hoping to use built in recording. I guess the only work around is to move the files manually. But again if we move manually we wouldnt know the call details unless viewed in Supervisor desktop? Is it possible to view in CSD if move the file?

[Jonathan Schulenberg]

Not to my knowledge. Calabrio never included in the public documents how it chooses the directory path for the recordings that it does.

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[Sam V. Xavier]

But when we have the .raw file is there a way decode the information  regarding the agent and calls? or do we need to pull the reports from  historical reports check the call timings and then extract the raw file  for the same time?

[Tracy Larson]

There are two raw files that get created for each conversation. One for the outbound voice and one for the inbound voice. The supervisor desktop software has a tab that allows you to listen to the conversation - it combines the two files into one for you. If you look in the directory where the files are located you will see them and they are date/time stamped. You can combine them yourself with software if you wanted to instead of having to use the supervisor software. This is on version 7 and not 8, not sure if its much different or not.

[Anthony Holloway · Accepted solution]

The notes for exporting recordings are in the CAD installation guide.

UCCX 7x - Page 102

UCCX 8x - Page 134

Anthony Holloway

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