Play Emailed Recordings

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 button.

Users may email interaction recording file(s) or recording file segment(s) to anyone in .wav format. The recipient of the email with the recording is be able to playback the recording with an HTML Player. No logon to CxQM is required.

Playback Using Recording File(s)

When the supervisor desires to send an email with an attached recording file(s) to an agent for playback, a copy of the recording file(s) is attached to the email being sent.

When the email with the recording file arrives in the user's email:

1. The agent opens the email message. The recording file is an attachment to the email.
2. The agent then clicks on the recording file attachment name.
3. Playback of the recording begins on the agent's workstation using a suitable audio media player.

Playback Using Recording URL(s)

When the supervisor desires to send an email with a URL attached for a recording file(s) to an agent for playback, the URL points to where the user will stream the recording from.

When the email with the recording URL arrives in the user's email:

1. The agent opens the email message. The recording URL is in the body of the email.
2. The agent then clicks on the URL for the recording.
3. Playback of the recording begins streaming on the agent's workstation using a suitable audio media player.