Download (Recordings) Button

You must have the default Administrator, Supervisor role or a custom role that includes the VIEW_PLAYBACK_CALLS and DOWNLOAD_PLAYBACK_CALLS permission to use the Download button.

The Download button will be hidden if the user does not have the DOWNLOAD_PLAYBACK_CALLS permission or if more than one screen-recorded interaction is selected. Users download only one interaction at a time.

Some company policies require downloading and emailing of interactions to be turned off. Check with Local Administrators or management for more information.

Download interactions may be an audio recording only, a screen captured video recording (no audio) only or screen captured audio and video files that play together in a movie format. Each is selectable by a menu option. This topic focuses on downloading a typical audio recording.

Download an Typical Recording Interaction

  1. Go to the Recordings > Playback window.
  2. In the Recordings grid, select an audio recording to download by highlighting one interaction.

    3. The Download button is only available if one recorded interaction is selected. Downloading multiple recorded files is not supported.

  3. Click Download. A menu appears offering options for downloads.
    • Audio Only (default): Only appears on audio only recordings and is used to download an audio recording.
    • Video Only (grayed out): Only appears on a screen captured video only recordings and is used to download a screen captured video recording.
    • Audio and Video (grayed out): Only appears for screen captured recordings (both audio and video) to download audio and video files. The recording files are downloaded in .wmv format and any generic player with .wmv plug-ins will playback the recording.
  4. A Rename Files(s) window pops up allowing the user to rename the recording interaction file or to leave the unique ID as the file name. File names can include letters, numbers, spaces, and Windows characters. In order to keep file names unique, CxQM will automatically append all file names with a sequential number.
  5. Select the file type:
    • .wav: Click this for a .wav formatted file download.
    • .mp3: Not supported at this time.
  6. Click OK to continue or Cancel to exit without downloading the file.
  7. The file will immediately download to the computer's Downloads folder. A notice will appear at the bottom of the browser with a menu selection to Open, Always open files of this type and Show in folder selections.
  8. The user can double-click on the file to launch a compatible media player to play the file.
  9. The user can also attach the file to an email to send to another user, if allowed.

The file name will be saved to the cache database, so duplicate files names during the same login session will not be accepted and result in an error message. Rename the file differently if this happens.

The maximum download file size is 2 GB. Any interactions or combined interactions over 2 GBs will initiate an error message.