Play Segmented Audio Recordings

You must have the default Administrator, Supervisor or Agent role or a custom role that includes the VIEW_PLAYBACK_CALLS permission to use the Recordings > Playback > Play button.

There is no auto-play feature in the media player. A recording sits in Stop mode until the user clicks on the Play button in the Playback ribbon bar of the Play button on the media player.

Recording snippets or segments are only visible and available when the media player is maximized to full view.

If the interaction being played back has Transfer or Conference Call Segments associated with it:

  1. Go to the Playback window (Recordings, Recent Interactions or Search Results).
  2. Select the interaction record to be played back by doing one of these:
    • Click once on the record to select it and click the Play button to commence playing the recording.
    • Double-click on the record to select the recording and launch the media player. Click the Play button to commence playing the recording.
  3. If the recording has screen captured video associated with it, then a Modify Play Options window appears offering two selections:
    • Play Audio Only: When selected, the media player appears at the bottom of the window to play the audio portion of a recording only.
    • Play Audio and Video: When selected, the Video Player window appears to play both the audio and screen captured video, in sync, of a recording.
  4. In either instance, the media player will pop up at the bottom of the window. Click the Play button to commence playing the recording's media files.
    Note: Click the pop-out icon located to the right of the waveform to separate the audio player from the Playback window.
  5. A Call Start tab will appear in the media player title bar.
    • This will play the segment of the call between the original customer identification and the original customer service agent (DN) as well as any additional Conference portions with all parties.
  6. Playback the next segment of the call by clicking on the next tab titled Conference or Transfer:
    • Conference: Will playback the conference segment of the call. Details will show which extensions were conferenced in by the original customer service agent (DN). Conferenced call segments should playback in sequence of time started.
    • Transfer: Will playback the transfer segment of the call between the original customer and the transfer extension. Details will show which extension transferred the call and which extension received it.