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Accessing Agent Recording Files

You can use any secure FTP client to download recorded agent interactions from your tenant.

For information about recording agent interactions, see The Percentage of Agent Interactions to Record with the Recording Tab, on page 1.

Configuring a Secure FTP Client

You can use any secure FTP client to download call recordings of agents. FileZilla and Core FTP are two such FTP clients available for download at no charge.

Table 16lists the information you will need to configure an FTP client to access the audio files directory on your tenant.

Table 16: List of secure FTP configuration requirements

FTP Setting Description

Host name

  • In US-West, enter vcc-ftps-us1.8x8.com
  • In US-East, enter vcc-ftps-us2.8x8.com
  • In Canada, type vcc-ftps-ca1.8x8.com
  • In United Kingdom EU1, type vcc-ftps-uk1.8x8.com
  • In United Kingdom EU2, enter vcc-ftps-uk2.8x8.com

For details on the platform URLs, refer to the Platform URL Guide.

Username

The username you type in the Configuration Manager User Name text entry area.

For example, if you log in to the Configuration Manager as ExampleName, then type the same username in your FTP client.

Password

The password you specified in, Home page, Profile tab, SFTP Password text entry areas. See "Summary of Profile Tab Options".

Using FileZilla to Download Audio Files

Figure 46 illustrates the FileZilla 3 settings used to connect to the Configuration Manager agent recording directory.

Figure 46: FileZilla 3 Site Manager, secure FTP settings for a tenant

In your FileZilla Site Manager, refer to Table 16for information about the User and Password text entry areas.

Using Core FTP LE to Download Audio Files

Figure 46 illustrates the Core FTP LE 2 settings used to connect to the Configuration Manager agent recordings directory.

Figure 47: Core FTP LE 2 Site Manager, secure FTP settings for a tenant

In your Core FTP LE 2 Site Manager, refer to Table 16for information about the User and Password text entry areas.

Browsing and Locating Recording Files

You can browse and locate your contact center’s call recordings stored under your tenant directory. Your Virtual Contact Center tenant saves and stores each day's recording files in a time-stamped directory named Syyyymmdd, where yyyy specifies the year, mm specifies the month, and dd specifies the day. In addition, a date- stamped index file is generated at the local tenant time between 12 am and 1 am at the end of each day. Each index file contains meta data about the call recordings.

A Virtual Contact Center tenant stores each day's recording files in a time-stamped directory named Syyyymmdd, where yyyy specifies the year, mm specifies the month, and dd specifies the day.

At the root level, the tenant directory consists of:

You can view the CSV index file in most spreadsheet programs including Microsoft Excel or OpenOffice Calc.

 


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