Screen Recordings Outbound
Purpose
A screen recording is a screen recording when an Agent calling a customer and is Intercepted. The screen recording records the primary screen, microphone and sounds. By default the files will be stored locally, but can be configured to be uploaded to this document library.
Warning
We strongly advise not using recordings in combination with SQL Express, due to database size limitations.
Explanation per field
Screen Recordings can be stored on SharePoint (if configured in the Snapper) together with some meta data:
| Item | Description |
|---|---|
| Name |
Name of the file, created by the Snapper. |
| Modified |
This is the date the recording is added. |
| Modified By |
This is the account that adds the recording. |
Configure Snapper for Outbound Screen recording
Note
FFMpeg needs to be installed for screen recording, Encode Screen Recording for Snapper
Screen Recording
Note
When uploading to SharePoint, make sure the provided UserAccount or AppId has Edit permissions in the correct document libraries.
Note
FFMpeg needs to be installed for screen recording, see Encode Screen Recording for Snapper
| Setting | Value | Default | Description | Visible |
|---|---|---|---|---|
|
Automatic screen recording incoming calls |
on/off |
off |
Activate screen recording for incoming calls |
|
|
Automatic screen recording outboundcalls |
on/off |
off |
Activate screen recording for outbound calls |
|
|
Automatic save screen recording to |
Local / SharePoint |
Local |
Select location to store screen recording .mp4 files |
|
|
Screen selection |
Dropdown |
Primary |
Select the screen you would like to record |
|
|
Local save path |
Text |
c:\snapper_screencaptures |
Select the path to store local screen recordings (required for local caching during recording) |
Only when Local is selected |
|
SharePoint Location |
Onpremise / Online |
Onpremise |
Select if SharePoint Server (OnPremise) or SharePoint on Microsoft 365 (Online) |
Only when SharePoint is selected |
|
SharePoint URL |
Text |
Empty |
URL of the SharePoint UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Site. |
Only when SharePoint is selected |
|
SharePoint Username |
Text |
Empty |
Domain/Username or UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). (like email address) to connect to SharePoint |
Only when SharePoint Onpremise is selected |
|
SharePoint Password |
Hidden Text (****) |
Empty |
Password of the Username |
Only when SharePoint Onpremise is selected |
|
SharePoint App Id |
Text |
Empty |
App Id of an Online App capable of creating and writing to the SharePoint library. |
Only when SharePoint Online is selected |
|
SharePoint App Secret |
Hidden Text (****) |
Empty |
Client Secret of an Online App capable of writing to the SharePoint site (CRUD Libraries and files). |
Only when SharePoint Online is selected |
|
Save SharePoint upload URL to UCC database |
on/off |
off |
Add the screen recording URL to the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database. This will show them in the reports. Note Call Property Service must be configured, see Install Call Property Service |
Only when SharePoint is selected |
|
Enable Prefix Filter |
on/off |
off |
Turn on the filter on prefix (only record a UCC with specific prefix) |
|
|
Prefix |
Text |
Empty |
Part of the uri to filter on. Example: ucc_ |
Only when prefix filter is on |