How to verify the proper operation of voice recording

CE Preventive Maintenance Routine

This article is one step in the Preventive maintenance routine customers are to follow on a tight schedule to make sure their Contact Expert system is fully operational.

Keeping a copy of the customer-agent transactions is of critical importance to the vast majority of the contact centres. It is therefore in their best interest to keep this service under constant surveillance. This article describes the best practices.

Step-by-step guide

Depending on the Recording Criteria and Policies your system might not record every single customer conversation – e.g. if the rules are set up to record some percentage of the calls.

  1. Log on to the CE Recorder Host server computer and open the folder where CE stores the recordings. This is the Storage Location configured in the relevant recording rule. Depending on the Storage Layout configuration parameter of the relevant recording rule, you will either see a folder hierarchy of campaign IDs and agent IDs, or dates and hours.
  2. Open up a few of the most recent folders and confirm you see audio files next to the XML files. For chat recordings you should see text transcript files next to the XMLs. Look for the file extension, file type and file size to reveal the audio (and/or chat transcript) files among the XMLs.
  3. Would you run into any problems – e.g. you don't find the storage location on the designated CE Recorder Host, or you only find XML files but no audio or chat transcript files, then you'll need to check whether the storage location configured was changed or disappeared (e.g. if it is on a network share that got disconnected, disk corruption, etc).
  4. In case you confirm the storage location to be available and intact, then you'll need to schedule a complete CE restart on the relevant CE Recorder Host computer and then put in test conversations to confirm the recordings are now created. In case the recordings are still not created, then please follow the actions outlined in the How to initiate a Contact Expert incident investigation article
Sorry, your browser does not support inline SVG. article updatedarticle updated6/23/2020 9:06:55 AM (UTC)6/23/2020 9:06:55 AM (UTC)