Dialogue Cloud

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, Learn More
  1. Start the Inflight Snapper

  2. Open Settings

  3. Open the Screen Recording tab

  4. Enable "Automatic screen recording outgoing"

  5. Change "Automatic save screen recording to" to SharePoint

  6. Fill in the following fields:

    1. SharePoint location = Define if you SharePoint is Online or On-premises.

    2. SharePoint URL = URL of the Anywhere365 SharePoint configuration site.
      Example: https://SharePointOnlineURL/SubSite/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). An 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.

    3. SharePoint Username = Domain/Username or Email Address to connect to SharePoint

    4. SharePoint Password = Password of the Username

    5. (Optional) Save SharePoint upload URL to UCC database = If enabled adds a record to the database so the file can be linked in the report.

 

Configure SharePoint url for Outbound Screen recording

  1. Go to the UCC settings page and select 'Site contents'.

  2. Select the settingsList

  3. Now edit the Screen recording Outbound

  4. Insert "/SnapperOutboundRecordings/Forms/AllItems.aspx" in the URL and hit Save.