Playing Recordings

Prerequisites

• Monitoring and inspection relationships have been configured for the inspector.
• The permission on the Recording menu has been assigned to the inspector.
• Permissions on operations under the current menu that require separate configuration have been configured. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Sign in to the AICC as an inspector and choose Monitoring > Recording.
   Figure 1 Recording
   

2. Set data filter criteria.
   • Click the time widget, set the start time and end time, and click OK to filter data.
   • Click Advanced Search, set Caller Number, Called Number, Recording SN, and Agent, and click Search to filter detailed data.
   • Click to refresh real-time data.

   The indicator color in the Recording Duration (s) column is red and cannot be configured. The color becomes darker for each additional minute, with the darkest shade representing 10 minutes or more.

   The following fields are displayed in the list:

   • Recording SN
   • Call Type
   • Skill Queue
   • Business Type
   • Agent
   • Caller Number
   • Called Number
   • Recording Start Time
   • Recording End Time
   • Recording Duration (s)

3. Click Play in the Operation column to play a recording or video online. You can set the playback rate of the recording or video.
   

   The storage mode of recording files is controlled by the system parameter Whether to enable the Baseweb mounting cache recording. After the system parameter is set to Yes, ensure that Baseweb files have been mounted in the current system. The loading speed in this mode is fast. If the system parameter is set to No, the recording files are transcoded and then played in streams. The loading speed in this mode is slow.

4. Click Download in the Operation column to download a recording or video file to the local PC.
   

   The downloaded data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.

   In the SaaS or OP integration environment, the encoding format of downloaded recording files is G711.A-law. Use a proper player to play the recording files.

5. (Optional) Export recording playback data (excluding voice or video files) to the local PC.
   1. Click and enter a compression password to create an export task.
      Figure 2 Export
      
      • Different compression passwords can be set for different export tasks. The compression password is used to open the exported compressed file.
      • If the tenant parameter Specifies whether to set the password of the compressed file for exporting data. is set to No, an export task can be created without entering a compression password.
      • Click to view the password plaintext.
      

      • The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.
      • In the independent deployment environment, click to export recording playback data without entering a compression password.
   2. Click to view the export tasks in the last seven days.
   3. Click download in the Operation column corresponding to the created export task to download the exported data to the local PC. When opening the file, you need to enter the compression password set when you create the export task.