Dialogue Cloud

Screen Recordings Inbound

Purpose

A screen recording is a screen recording when an Agent is contacted by the 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..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 Inbound Screen recording

Note: FFMpeg needs to be installed for screen recording, Learn More

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 Site.
(Recording files will be written to one of two libraries "InboundScreenRecordings" or "OutboundScreenRecordings")

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 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 database. This will show them in the reports.

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