孤立したレコーディングを表示します。


前提条件

  • Quality Administrator default role or Recording > OrphanRecording > View, Edit, Delete permissions assigned to any user role

An orphaned recording is a recording that remains on the Edge instead of being processed by PureCloud. Orphaned recordings are not attached to conversations, so the recording is not accessible in the interaction details view.

Typically, PureCloud uses your policies to either upload recordings stored on the Edge to Purecloud or delete them. If this process fails, then recordings remain on the Edge and PureCloud identifies them as orphaned recordings. For example, if an agent does not add a wrap-up code to a conversation, then PureCloud interprets the conversation as unfinished. In this situation, PureCloud cannot use a policy to decide what to do with the recording, so PureCloud identifies the recording as orphaned.

You can view information about any orphaned recordings and decide what action to take. 

  1. 管理をクリックします。
  2. Under Quality, click Recording Management.
  3. 次のリンクをクリックします。 孤立した録音 それは孤立した録音の数を一覧表示します。 孤立した録音

The orphaned recordings screen displays the recordings on the Edge. You can play, delete, download, or reattach each recording to a conversation.

Orphaned recordings list


Most orphaned recordings contain metadata about which conversation they belong to. You can view only orphaned recordings with a known conversation, or you can view all orphaned recordings.

  1. Click the filter in the Conversation Status column.
  2. Select All or Known conversation.
  3. 適用をクリックします。


Most orphaned recordings contain metadata about which conversation they belong to. You can reattach these recordings to their conversations so that the recordings appear in the interaction details view.

    1. Click the Attach Recording to Conversation icon. Reattached to conversation icon
    2. Optionally change the archive date and the delete date:
      1. To choose a new archive or delete date, click the date.
      2. To choose no archive or delete date, click next to the date.
    3. Click Reattach.

Note: Reattaching a recording is a permanent action and cannot be undone.

Because PureCloud does not have conversation information for the recording, you cannot use the user interface to reattach it to a conversation. Instead, find the correct conversation using other means, such as listening to the recording and then finding which conversation it belongs to by hand.

If you know which conversation a recording belongs to, then you can attach it to that conversation using the PureCloud recordings API. Send a PUT request to /api/v2/orphanrecordings/{orphanId}

 To get the orphan recording’s Id, use your browser’s developer tools to inspect the orphan’s row: Unknown orphan recording ID

Request:

PUT /api/v2/orphanrecordings/3dbe567e-a6c1-42b6-ab84-e5547eac3eff 

Body:

 {
 "archiveDate": "2017-01-24T20:14:26+00:00",
 "deleteDate": "2017-02-24T20:14:26+00:00",
 "conversationId": "84e9af79-052f-4277-9fea-3857dbe51bd3"
 }
 

The conversationId must be from a real conversation. This example will fail because it is an example ID.

Note: Reattaching a recording is a permanent action and cannot be undone.