Download (Interactions) 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.

Recorded audio interactions cn be downloaded to a user's workstation. No video files are downloaded.

Download an Audio Recording Interaction

  1. Go to the Recordings > Playback window.
  2. In the Recordings grid, select an audio recording to download by highlighting just that 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.
  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: Click this for a .wmv formatted file download.
  6. Click OK to continue or Cancel to exit without downloading the file.
  7. The file will immediately download to the user's workstation 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.