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Download Call recording in bulk

The Bulk Record is a separate Java application that runs parallel with our application. It must first be downloaded from our system.

The call recording Bulk Download application enables swift downloading of multiple call recordings in a single action. To perform bulk downloading hover over the Configuration icon from the Navigation bar and click on Bulk download.

Java

The bulk download of call recordings is a separate Java application developed by us and requires Java 7 or above installed on your machine for it to work.

Getting Started

From this page you can download the application by clicking Download App. If it is your first time downloading the app Select App With New Config. If you already have a configuration set up and need an updated version of the app select Just the app.

App With New Config downloads a zip file named Pull_recordings.zip. Extract the files and open the file Pull_recordings.

When you open the app you will be presented with a message prompting you to log in with your username and password.

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Configuration

When opening the file Pull_recordings you will be presented with a message prompting you to configure directories. Select OK then complete the Edit Configuration stage.

Click Browse under the Recording Destination heading, select an appropriate location for your recordings to be stored. Repeat this process for the indices destination and log file destination.

Provide a minimum free space value for all three destinations. This is to ensure that your free space will not fall below this level. The download will fail if your free disk space falls below this.

Optionally enter your email address to be notified when the bulk download is complete or if any errors occur. When configuration is complete, click Save.

Create New Job

From the menu, select File and then New Job from the dropdown menu.

This will open the Add New Job pane.

On the Add New Job pane you can run a bulk download job against a matched criteria of Agents, Outcomes, Queues and Datasets.

Select all from each field by leaving blank or select multiple holding down CTRL (PC) or CMD (Mac) and clicking.

Select a Dataset range or leave blank to select all.

  • Description - Name the bulk download job.
  • Filename Format - Allows you to adjust the format of the filename given to the call recordings. Fields that can be included are; {{callid}} the Call ID, {{agent}} Agent ID, {{outcome}} Outcome ID, {{qid}} Queue ID and {{dataset}} Dataset ID. The default is {{callid}}.
  • Schedule Type - Select the frequency which the jobs runs.
  • Start Date and Time - State the time and date to start the job, or checking ‘Immediate?’ will start the job straight away.
  • Range Type (Range Start and Stop) - Select the time period of calls to be downloaded (for custom range only).
  • Category - Choose from both Recordings and Segments (Call Highlights) or select individually.

Running Task

Once a job is running you can view it on the running task tab (12). The running task tab can be found for each job that is active by selecting it in the menu on the left. A job can also have multiple runs and each run will have it’s own tab.

Job Log

You can view the log of jobs by selecting View > View Log from the menu.

You will be presented with the screen below.

Scheduled Jobs

A list of schedules jobs can be viewed under the scheduled job tab (13)

Recent Runs

Recent runs are shown on the Recent Runs tab (14). It shows whether the job was completed successfully or not.

Storage Device Info

You can also check how much storage you have on your device on the Storage Device info tab.

Troubleshooting

Q:Can I download call highlights?

A:These are called ‘Call Segments’ and can be downloaded separately or with your recordings.

Q:Can I schedule repeat jobs?

A:Jobs can be repeated daily or weekly by choosing a ‘Schedule type’.

Q:How do I edit a job that has already been scheduled?

A:Select the job and then click Edit > Edit Job.

Q:How can I download all of my calls?

A:If you do not select any filters all of your calls in the period chosen will be downloaded.

Q:There is an error when the bulk downloader starts or it does not run. What steps should i take?

A:In order to run the bulk downloader you need to have Java 7 installed on your computer.

Q:What if my PC reboots or I lose internet connection?

A:You will get an error message. It will attempt to run again every 5 minutes. It will allow for 20 of these ‘5 minute’ errors before the job fails. If the job fails, you can go into ‘failed jobs’ tab and click ‘re-start’ which will resume the job from the position it was last at.

Q:Can I schedule a job to run immediately?

A:Yes, checking the ‘Immediate?’ box will schedule the job to run as soon as you click Add.

Q:Can I use special characters in file names and descriptions?

A:Yes, only forwards slash ( / ), colon ( ; ), asterisk ( * ), question mark ( ? ), backslash ( \ ), double quote ( “ ), less than ( < ), greater than ( > ) and pipe ( | ) are not allowed.

Q:I cannot see any jobs in my logs?

A:You must first select a job and then a run period to view the logs.

Q:Can I export onto an external drive?

A:Yes. Any of the three folders that the Bulk downloader uses can be on any drive connected to your computer.

Q;Do my destination folders have to be within a folder?

A;No. The three folders specified can be outside a folder (e.g. on the desktop), in different locations or even on different drives.

Q:Do the alert and completion email addresses have to be the same? Can I enter more than one?

A:They can be different if you require.

Q:Can I enter more than one email address?

A:No, only one email address can be entered for each alert.

Q:Can I change the email addresses I have set?

A:Yes, editing the config file allows you to update or remove the email addresses entered.

Q:What are the differences between the range types available?

A:A custom range will download all the calls based on the start and stop time selected. ‘Last 24 hours’ and ‘last 7 days’ will use the start time of the job as the stop time and download the calls in the period previous to that time.

Q;What happens if I select more free space than I have available on my drive?

A:Should this happen the job will fail and an alert email will be sent if configured to do so. The log file will also state that this was problem. It can be solved by editing the config file to the correct amount of space available.

Q:What is the difference between a Run and a Job?

A:A Run is an instance of a Job. A job can be run several times, for example a scheduled Job that repeats and runs weekly.

Q:What will happen if my Job is larger than the space available?

A:Jobs will run until the available space limit is reached. An alert email will be sent if configured to do so.

Q:Do I need to know the Dataset ID before I start?

A:We recommend that you find the IDs of the datasets you wish to export before you create a job as this will make the process much quicker once you begin.

Q:Can I compress my files?

A:Yes you can do this on your PC after the files have been downloaded

Q:Can I delete a job?

A:You cannot currently delete a job. You can however schedule a job for a date in the past (for start time) which will allow this to hide from ‘scheduled jobs’ tab.

If you specify a range going back before 6 months ago, the downloader will push the start of the job to now minus 6 months.

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