Recording Types

With the appropriate license and rights, you can make two types of recordings. Both the Record and Snip buttons enable you to record all or selected parts of a call.

Ad hoc recordings

Use the Record button to create Media Server-based WAV files for call recordings. These recordings are not stored as part of the CIC database. Your CIC administrator manages the storage of Ad hoc recordings.

The CIC administrator can arrange for you to receive these recordings as email message attachments. You can use Interaction Voicemail Player or a third-party application to play back call recordings.

Requirements for Ad hoc recordings:

The Record Interactions Security right enables you to make an Ad hoc recording of a call.

Snippet recordings

Use the Snip button to make recordings that are stored in the CIC database. Snip creates SASF (Secure Authenticated Stream Format) files. Snippet recordings store not only the interaction recording but also participant and event data. Snippet recordings can be encrypted.

CIC administrators and supervisors use Interaction Recorder to configure and manage snippet recordings. Authorized ICBM users can use the Interaction Recorder module to search for and play back snippet recordings. These authorized users can also associate tags, attributes, and Quality Management questionnaires with snippet recordings. In addition, supervisors with the appropriate rights can create snippet recordings in the ICBM Interaction Supervisor Queues and Agent or Workgroup Queue views. Interaction Recorder Retention policies determine where and for how long CIC retains snippet recordings. Interaction Recorder Security Policies control access to these snippet recordings within Interaction Center Business Manager (ICBM).

Requirements for Snippet recordings:

Your CIC administrator must configure Interaction Recorder to Enable Snippet Recordings. This administrator must also assign a Recorder Access license to you or the station you are using. The Snip Interactions Security right enables you to make a snippet recording of a call.

Snippet Recording Precedence

If you try to create both an ad-hoc recording and a snippet recording of the same call, the snippet recording takes precedence.

If you start an ad hoc recording first and then start a snippet recording, the ad-hoc recording merges into the snippet recording. Interaction Recorder server manages the resulting snippet recording. This snippet recording contains all the recorded data, from the beginning of the ad-hoc recording to when the snippet recording stops or the parent interaction is disconnected. You can use either the Record or Snip button stop this recording

However if you or another user start a snippet recording first, you cannot start an ad hoc recording of the same interaction. The Record button is unavailable.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.