CRS agent recording

[shane]

Does anyone know how long the default time for a voice call that has been recorded by an agent with CRS 3.1.5 reside on the server. I seem to recall it being 7 days or so but can that be adjusted and how?

[venkasub]

Hi,

Following is extracted from Cisco Supervisor Desktop User Guide 3.1

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/super/deskug.pdf.

The call is archived to the Supervisor Log Viewer, where it is automatically saved for seven days. If you want to save it for a longer period, you may do

so for up to 30 days, after which it is deleted.

To save a recording:

1. Select the recording you want to save.

2. From the CSD menu bar, choose File > Save, or click the Save button.

3. The recording will be saved for 30 days.

A saved recording is indicated by the word “Yes” in the Saved column.

Hope this helps

What is the CRS Version? Is it 3.1 or 3.5?

Regards

Venkat

[venkasub]

Hi,

In addition to my earlier response,

Recorded files are stored in .wav format on a shared drive on a file server (the same location as the configuration and license files). They are deleted on a rolling 7-day basis unless marked as saved, in which case they are saved for 30 days.

Refer the Service Information Guide from below URL for more details.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/sinfo.pdf

Regards

Venkat

[shane]

Does anyone know if it is possible to change the default 7 days to be saved as something else without having to go and mark as saved.

[venkasub]

Hi,

One solution I can think of is to copy the recorded file to desired location. Here is the procedure for the same.

Following is from Cisco Supervisor Desktop Guide,

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/super/deskug.pdf

You can copy a recorded file to desired location using the below procedure,

1. In Windows Explorer, navigate to the directory where the Desktop Administrator configuration files are stored.

2. In the AudioFiles folder, locate the particular .wav file you wish to copy.

The file name is in the format:

Cisco Supervisor Desktop 4.5.1 User Guide

.wav

For instance: 2001100817100512101.wav where

¦ 20011008 = Oct. 8, 2001

¦ 171005 = 17:00 hours, 10 minutes, 5 seconds

¦ 1 = agent (2 = supervisor)

¦ 2101 = agent’s extension

3. Copy the file and save it to the desired location.

Hope this helps

Regards

Venkat