Call Recording: Bulk Downloader
Contents Introduction... 3 Getting Started... 3 Configuration... 4 Create New Job... 6 Running Jobs... 7 Job Log... 7 Scheduled Jobs... 8 Recent Runs... 9 Storage Device Info... 9 Running New Jobs in the Future... 10 Editing Existing Configurations in the Future... 10 Troubleshooting... 10 www.differencecorp.com 2
Introduction The new call recording bulk downloader enables fast downloading of multiple call recordings in a single action. The bulk downloader is a Java application and requires Java 7 or later installed on your computer in order to work. Getting Started Access the bulk downloader by selecting it from the Admin panel and then by selecting: From here you can download the application by clicking Download App Select App With New Config the first time you are downloading the app. Alternatively, if you already have a configuration set up and need an updated version of the app, select Just the app. App With New Config downloads a zip file named Pull_recordings.zip. You will be required to extract the files and open the file Pull_recordings. www.differencecorp.com 3
Configuration On opening the file Pull_recordings you will be presented with a message prompting you to configure your directories. Select OK and then complete the Edit Configuration pane. Click Browse next to the Recordings Destination heading and select an appropriate location for your recordings to be stored. www.differencecorp.com 4
Repeat this process for the Indices Destination and Log File Destination. Provide a minimum free space value for all three destinations to ensure that your free space will not fall below this value. If it does, the download will fail. Optionally enter your email address to be notified when the bulk download is complete or if any errors occur. When the configuration is complete, click Save. www.differencecorp.com 5
Create New Job From the menu, select File and then New Job from the dropdown. This will open the Add New Job pane. 1 On the Add New Job pane you can run a bulk download job against matched criteria of Agents, Outcomes, Queues and Datasets. Select all from each field by leaving that field blank or select multiple fields by holding down the Ctrl key (on your PC) or Cmd key (on your Mac). Select a dataset range or leave it blank to select all. Description: name the bulk download job. Filename Format: allows you to adjust the format of the filename given to the call recordings. Fields that can be included are: {{callid}} Call ID, {{agent}} Agent ID, {{outcome}} Outcome ID, {{qid}} Queue ID and {{dataset}} Dataset ID. The default is {{callid}}. Schedule Type: select the frequency of the jobs runs. Start Date and Time: state the date and time to start the job. Alternatively, checking Immediate? will start the job straight away. Range Type (Range Start and Stop): select the time period of calls to be downloaded (for custom www.differencecorp.com 6
range only). Category: choose Recordings or Segments (Call Highlights) or both. Running Jobs Once a job is running you can view it on the Running Task tab. The Running Task tab can be found for each job that is active by selecting it in the menu on the left. A job can also have multiple runs and each run will have its own tab. 12 Job Log You can view the log of jobs by selecting View > View Log from the menu. www.differencecorp.com 7
Scheduled Jobs A list of scheduled jobs can be viewed under the Scheduled Jobs tab. 13 www.differencecorp.com 8
Recent Runs Recent runs are shown on the Recent Runs tab. This tab shows whether the job was completed successfully or not. Storage Device Info You can also check how much storage you have on your device on the Storage Device Info tab. www.differencecorp.com 9
Running New Jobs in the Future If you have completed your set-up previously and now need to run an additional job, then the way to do so is to go to the Bulk Downloader module again and select to run App With New Config again, following the steps in Getting Started and Configuration above. Remember to extract files when prompted, rather than simply opening them as this latter will generate errors and you will be unable to proceed through the remaining steps. Editing Existing Configurations in the Future If you have completed your set-up previously and now need to edit that set-up (e.g. change the recipient email address) go to the Bulk Downloader module again and select the cog wheel against the configuration you want to change and then select Download App with this Config. Save the file, extract it to your designated folder and then open the file named Pull_recordings. You should then select Edit Config and make the relevant change. Troubleshooting Can I download call highlights? These are called Call Segments and can be downloaded separately or with your call recordings. Can I schedule repeat jobs? Jobs can be repeated daily or weekly by choosing a Schedule Type. How do I edit a job that has already been scheduled? Select the job and then click Edit > Edit Job. How can I download all of my calls? If you do not select any filters all of your calls will be downloaded. There is an error when the bulk downloader starts or it does not run In order to run the bulk downloader you need to have Java 7 or later installed on your computer. What if my PC reboots or I lose internet connection? You will get an error message. It will attempt to run again every 5 minutes. It will allow for 20 of these 5 minute errors before the job fails. If the job fails, you can go into the Failed Jobs tab and click re-start which will resume the job from the position it was last at. www.differencecorp.com 10
Can I schedule a job to run immediately? Yes, checking the Immediate? box will schedule the job to run as soon as you click Add. Can I use special characters in file names and descriptions? Yes, but forward slash ( / ), colon ( ; ), asterisk ( * ), question mark (? ), backslash ( \ ), double quote ( ), less than ( < ), greater than ( > ) and pipe ( ) are not allowed. I cannot see any jobs in my logs You must first select a job and then a run period to view the logs. Can I export onto an external drive? Yes. Any of the three folders that the bulk downloader uses can be on any drive connected to your computer. Do my destination folders have to be within a folder? No. The three folders specified can be outside a folder (e.g. on the desktop), in different locations or even on different drives. Do the alert and completion email addresses have to be the same? They can be different if you require. Can I enter more than one email address? No, only one email address can be entered for each alert. Can I change the email addresses I have set? Yes, editing the config file allows you to update or remove the email addresses entered. What are the differences between the range types available? A custom range will download all the calls based on the start and stop time selected. Last 24 hours and Last 7 days will use the start time of the job as the stop time and download the calls in the period previous to that time. www.differencecorp.com 11
What happens if I select more free space than I have available on my drive? Should this happen the job will fail and an alert email will be sent if configured to do so. The log file will also state that this was problem. It can be solved by editing the config file to the correct amount of space available. What is the difference between a Run and a Job? A Run is an instance of a Job. A job can be run several times, for example a scheduled Job that repeats and runs weekly. What will happen if my Job is larger than the space available? Jobs will run until the available space limit is reached. An alert email will be sent if configured to do so. Do I need to know the dataset ID before I start? We recommend that you find the IDs of the datasets you wish to export before you create a job as this will make the process much quicker once you begin. Can I compress my files? Yes you can do this on your PC after the files have been downloaded. Can I delete a job? You cannot currently delete a job. You can however schedule a job for a date in the past (as its start time) which will prevent this job from appearing in the Scheduled Jobs tab. www.differencecorp.com 12