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Message Orginially Posted on Ask-icd-ivr-support@external.cisco.com
Original message was posted on: 7/25/2008 2:02:39 AM
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Hi team,
We need to clarify how the CRS define the filenames of recorded files when we record calls with Recording & Playback service of CRS.
Please tell me the difinition of the filenames for recorded files by CRS's Recording & Playback service.
We are challenging to integrate CUCCX with CRM systems (SFDC, MS Dynamics CRM, etc) for small contact center (less than 100 seats).
We need to convert audio files and copy it to other storage (NAS, etc).
After that, we need to input some information about the audio files (Path to the file, Filename, ANI, Agent ID, etc) into CRM and associate the information of audio files with the information of call automatically.
It is best that the CRM or other system can get information (Date, Time, ANI, AgentID, etc) of the call only by analyzing of filenames.
Because the customer wants to see what the their customer want to say, the agent and supervisor need to play the audio files. Hopefully, it is best that the agent and supervisor can play the audio files by 1-click actioin on CRM client. (Many of japanese competitor provide the integration solution by low costs.)
We and partners usually suggest a recording system (i.e. NICE Perform
SMB) for small contact center to customers, but if a customer don't have enough budget for the recording system, we need to suggest default feature of CUCCX for voice recording (less than 20 seats).
Best regards,
Toshihide Uratake
turatake@cisco.com