Configuration Manager administrators can use any secure FTP client to download agents' recorded calls from the tenant. You can determine the percentage of the automatic call recording via Agents > Phone. For details, refer to Configure Phone Settings.
The following table summarizes the secure FTP configuration requirements for an FTP client to access the audio files directory on your tenant:
|Username||Enter the username used by your tenant Primary Administrator to log into the Virtual Contact Center. You may access this information from the initial communication email that shares the tenant login credentials.
For example, if the Primary Administrator logs in to Configuration Manager with the username <AcmeJets>, then type the same username in your FTP client.
|Password||The password you entered in Home > Profile > SFTP Password. For details, refer to Summary of Profile Settings.|
The following figure illustrates the FileZilla 3 settings used to connect to the Configuration Manager agent recording directory.
Refer to the above table for information about the User and Password text entry areas in your FileZilla Site Manager.
The following figure illustrates the Core FTP LE 2 settings used to connect to Configuration Manager agent recordings directory.
Refer to the above table for information about the User and Password text entry areas in your Core FTP LE 2 Site Manager.
You can browse and locate your contact center's recorded calls 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 yyyyspecifies 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 metadata about the call recordings.
At the root level, the tenant directory contains:
Note: The filenames and sub-directory names are time stamped by UTC and not by the local tenant time.
Locating your recorded calls requires understanding the time difference between your local tenant time and UTC. For example, if your tenant is located in the Pacific Daylight Time zone (PDT), you are behind the UTC by 7 hours. At 12 AM UTC, you local tenant time is 5 PM PDT.
To obtain recordings of your tenant for 06/06/2016, download recordings in subdirectories S20160606 and S20160607. The calls recorded after 5 PM PDT on 06/06 are stored under the sub-directory S20160607.
Note: The daily recording batch index file created between 00:00 and 01:00 local tenant time references calls in two different UTC daily sub-directories unless your local tenant time happens to be UTC.
To access the Index files:
Note: Index files for a specific day are stored under the relevant sub-directory as well as the index directory. Two types of index files exist. One file contains more details than the other.
You can view the CSV index file in most spreadsheet programs including Microsoft Excel or OpenOffice Calc.
You can download the index files and the call recordings by folders or by individual files.
To download call recordings or index files:
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