Email (Recording URL) 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 Email and Download buttons.
The Email button is hidden if the user does not have the DOWNLOAD_PLAYBACK_CALLS permission.
Users may email:
- A URL link for an interaction recording file to anyone.
- A URL link for an interaction recording segment to anyone.
Some company policies require that downloading and emailing of interactions to be turned off. Check with your Local Administrator for more information.
There is currently no function that enables one URL to be able to contain and play more than one interaction or related segments of an interaction. One URL can playback one recording or one recording segment.
When using an emailed URL for playback:
- The URL contains a CxRecord Universally Unique IDentifier (UUID) for one interaction recording or interaction recording segment.
- The URL will cause CxRecord to playback the interaction recording or interaction segment recording referenced by the UUID contained in the URL.
If the user is logged on to CxQM and playing any related segment of a stitched call, CxRecord will attempt to find the related segments and show them in the Playback, Evaluation and Coaching & E-Learning tabs.
To email recorded interaction(s) or interaction segment(s):
- Go to the Recordings > Playback window.
- Select one or more interaction recordings or recording segments.
- Click Email.
- The Rename Attachment(s) window pops up.
- Select this option:
- Attach URL(s): When selected, CxQM prepares and inserts URL(s) for the selected recording(s) or recording segment(s) in the Rename Attachment(s) box. The URL(s) cannot be renamed.
- Click OK.
- Compose and send the email. Depending on the Playback Options (small sprocket icon) selection for the user, either Email Settings > My Email or Email Settings > Web Mail, one of the following will be used.
- My Mail selected: The user's computer default email application, for example, Microsoft© Outlook, will open. The interaction recording or segment URL(s) become part of the email's text or Message space. Enter the following information:
- To: field: An email address can be selected from available contacts already configured in your email client. To add multiple recipients, separate emails with a semicolon (;).
- Subject: field: This may or may not be a required field; however not having a subject may send it to a SPAM folder.
- Message (commentary) field: Enter any commentary or directions for the recipient of the email in this area.
- Web Mail selected: The Send Email dialog box will pop. The interaction recording or segment file becomes an attachment to the email. Enter the following information:
- To: field: An email address can be selected from available contacts already configured in your email client. To add multiple recipients, separate emails with a semicolon (;).
- Subject: field: This may or may not be a required field; however not having a subject may send it to a SPAM folder.
- Message (commentary) field: Enter any commentary or directions for the recipient of the email in this area. The URL(s) will remain in the body of the message.
In both cases, it is recommended to include a reply address in the message of the email because the From: address is determined by the Tenant Administrator in the setup of the CxQM and is typically a no-reply type address. - My Mail selected: The user's computer default email application, for example, Microsoft© Outlook, will open. The interaction recording or segment URL(s) become part of the email's text or Message space. Enter the following information:
- Click Send.
When the recipient receives the email, they will be able to click on the URL(s) to play back the audio of the interaction on any standard audio media player.
