Set Recording Options for an Organization

An administrator can do any of the following to configure call recording options on the Recordings tab under Portal Management:

• Enable or disable the Call Recordings portlet for the current organization.

• Specify the workgroup for which members of the selected organization can access recordings.   

• Specify the path and URL for the Recording Server.

• Specify the available recording queries and indicate whether or not users can save recordings.

• Specify which columns of data should appear in the Recording Viewer.

• Specify which properties to display in the recording details.

Enabling or Disabling the Call Recordings Portlet

If an organization does not plan to use the Call Recordings portlet, you can hide it.

Do one of the following:

• To hide the Call Recordings portlet, clear the Enabled check box.

• To show the portlet, select the Enabled check box.

Welcome Page Settings

Select the workgroup for which you want to display statistics in the Call Recordings portlet on the Interaction Web Portal Home page. The portlet displays the following statistics for that workgroup:

• Average score

• Average handle time (in seconds)

• Longest call (in seconds)

Live Smooth Streaming

Live Smooth Streaming (IIS Media Services) is required to stream recordings. The path to the publishing point share and the publishing point URL are specified in the CIC server configuration in Portal Management, but you can override the default locations for a particular organization by setting the paths on the Recordings tab under Portal Management.

To set the Live Smooth Streaming locations for an organization:

1. In the Publishing point share field, specify the path to the where you want to store the recording files.

2. In the Publishing point URL field, specify the URL for the location from which recordings can be retrieved.

Recording Query Settings

To modify the number of query results and select which data columns appear in the recording viewer when a query is run:

1. Clear the Allow ad-hoc queries check box if you want to hide the Run ad-hoc search button in the recording viewer. By default, ad-hoc queries are enabled.

2. Select the Allow recordings to be saved check box if you want the Download this recording button to appear in the recording viewer, or clear the check box to hide the button.

3. In the Max recording search result size box, specify the maximum number of recordings to display when a query is run. The default value is 250.

4. In the Max previous days to allow for searches box, specify the maximum number of days to include in the date range for ad-hoc recording queries.  For example, you can specify that users can only display results for up to 90 days.

5. Under Available Searches, select the list of predefined queries that you want to be available to run, and then click Add >> to add them to the Selected Searches list. Note that the queries listed in the Available Searches box come from Interaction Recorder.

6. To remove any searches from the organization, select them in the Selected Searches list, and then click << Remove.

Recording Column Properties

You can configure which data columns are displayed in the recording viewer.

To add or remove data columns:

1. Select any columns you want to add in the Available Properties list, and then click Add >> to add them to the Visible Properties list. The columns in the Visible Properties list are the ones that appear in the recording viewer.

2. Select any visible columns that you want to hide in the Visible Properties list, and then click << Remove to hide them.

Recording Detail Properties

You can also configure the data fields that appear in the recording detail.

To add or remove data fields to the recording detail:

1. Select any data fields you want to add in the Available Properties list, and then click Add >> to add them to the Visible Properties list. The columns in the Visible Properties list are the ones that appear in the recording viewer.

2. Select any visible columns that you want to hide in the Visible Properties list, and then click << Remove to return them to the Available Properties list and hide them in the recording viewer.

Save Your Changes

Click Save to save your changes to click on an another tab to make more changes for the same organization.

If you click on a different organization before you save your changes to the current organization, the portal notifies you that the organization has changed and asks you to confirm the changes before continuing to the newly selected organization.