Playback URL Settings

You must have the default Administrator role or a custom role that includes the VIEW_SETUP permission to view or make changes to any Playback URL Settings.

Playback URL Settings are used to generate a web address (a URL) for a specific recording that can be emailed or copied and pasted and sent to another user.

Currently, one URL will only playback one interaction or interaction segment.

There are two settings to be made. Make the following settings as needed for the tenant:

  1. Enable URL Playback check box (default is checked): If checked, the default URL Playback Address is displayed to the right of the setting. An example is https://company-name.net/Engage/Playback. On the Playback tab window, the URL generated contains the CxQM address, the virtual directory used for the database, the Universally Unique IDentifier (UUID) for the recording and the location from which the recording will stream (either &Rec=recorder or &Arch=archive).
    • An example is: https://recordings-company-name.net/Engage/Playback?UUID=1404111052110001000&Rec=corp-record-1
    • The format is: https://<recorder-location>/<virtualdirectoryname>/playback?UUID=playbackUUIDnumber&Rec=<recordername>
  2. Enable URL Encryption check box (default is unchecked): When enabled, the default URL Encryption Address is disguised (the UUID and Rec values in the URL displayed to the right of the setting) beginning with the next user logon. A recipient of the URL cannot read UUID or Recorder name and insert a different UUID or Recorder name to playback a different call.
    • An example is: https://recordings-corpname.net/Engage/Playback?UUID=AHlkK+AFP+ZSfaem39s1XY6zqO8k+BgO&Rec=YIsm/28gnU708VMmxdWY==

    3. If Enable URL Encryption is enabled: All locations in the Playback tab window will encode the entire UUID with encryption hashing. Users should be able to playback the recording from the server’s URL Playback Page with an HTML player.

    If Enable URL Encryption is disabled: The full URL will display with all UUID parameters.

  3. Click Save.
  4. When finished saving these settings, go to Quality Options settings window in the Setup tab.