Contents

Recording Processing

Use this page to configure Interaction Recorder's (IR) Recording Processing.

Compression Format

Select the compression format for recordings from the drop-down list:

μ-Law (Mono) - This format does not compress recordings.
True Speech (Mono)
GSM 6.1 (Mono)
Opus (Mono)
Opus (Dual-channel)

Note:
The Opus recording and compression format options are available for Interaction Media Server version 2017 R1 or later. If previous versions of Interaction Media Server are connected to this CIC server, it creates the recordings on those servers with the GSM 6.1 format and creates entries in the error log for an unsupported Interaction Media Server version.

The Opus recording and compression formats generate larger recordings due to the increased fidelity of the audio and, in the case of Dual-channel, two channels of audio. Ensure that Interaction Media Servers, Interaction Recorder Remote Content Servers, and Interaction Recorder have enough free storage space to accommodate the larger recordings.

For more information about Opus, see Interaction Recorder and Quality Manager Technical Reference and Interaction Media Server Technical Reference.

For other recording options that you can set on a SIP line, see SIP Line Recorder.

Database Processing

Use this utility to initiate the recovery of failed database transactions. Clicking the Recover Errors button makes Interaction Recorder process the PMQ error files. This function can be used when your database has been unavailable and you want to get the data that has been logged into the PMQ error files into the database.

Secure Recording Pause Duration (seconds)

Enter the number of seconds to pause the audio and screen recording when an agent presses the Secure Pause button on the queue toolbar in the CIC clients. The default setting is 20 seconds.