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BCM and IC - Call recording

Hi guys,

I'm involved in SAP BCM and SAP CRM IC 7.0 integration, and we have a requirement to record telephone calls made from/to our interaction center.

I've been wondering about this and interaction record integration and...:

- Unfortunately, the recorded audio stream of a call cannot be accessible from interaction record clipboard.

- However, the call identification ("call_id") is stored at interaction record document flow (relation type: CTIC)

- My question is: How to get the corresponding audio stream at BCM server, using this "call_id"?

It is possible? I'm not finding any relation 😔

Thanks in advance!

Kind regards,

Garcia

Edited by: Bruno Garcia on Jul 22, 2010 12:16 AM

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2 Answers

  • Best Answer
    Posted on Jul 25, 2010 at 03:15 PM

    Hi Bruno,

    If you have the Call Id you can do a query against the BCM database where reporting data is stored and get the path and file name of recorded calls. Use the table TAMContactDetail that is the same used by Online Monitor module to retrieve any call recording.

    Try this:

    SELECT Recorded

    FROM ACME_CEM_Reporting.dbo.TAMContactDetail

    WHERE CallId = 'CI_10L'

    Best Regards,

    Heber Olivar

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 15, 2011 at 07:58 PM

    Hi Garcia,

    I am currently working on a project that has a requirement for call recording and listening as well. Based on your earlier post, it appears that you understand the recording process (prior to your question). Can you please give me a little background on the call recording and listening process? Or where I can find this information? So far, I have only been finding passing mention of the capability in documents but nothing specific.

    Thanks for your help!

    Stephanie

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