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BCM Call recording - files name scheme

Hi,

Is it possible to configure SAP BCM in such a way to be able to distinguish the files with recorded conversations by for instance - queue name ?

Cheeers,

Radek

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3 Answers

  • Posted on Aug 06, 2010 at 04:40 PM

    Hi,

    Let me forward this question to some colleagues of mine from the BCM team to see what they recommend.

    Best regards,

    John

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  • Posted on Aug 07, 2010 at 05:03 PM

    Hi Radek,

    Depending if you are using client-side recording or server-side recording (SSR) you have some options to configure just the path scheme to storage this files (e.g. hourly, daily, weekly or monthly) and the wav file itself has the call id information. With the call id information you can query all the other related information such as source number (customer phone number), destination number (queue number), type of call (inbound, outbound, internal), the user ID (that handled this contact) and several related information to this contact/call.

    You can get all this information on Online Monitoring or doing a SQL query in table TAMContactDetail to get the file name with the path structure depending of your parameters.

    e.g.1 - All recorded files to queue with number 1000.

    SELECT     Recorded 
    FROM       TAMContactDetail 
    WHERE     (Destination = '1000') AND (Type = 'CallIn') 
    

    e.g.2 - What queue the file with call id 7DCEFB41-F340-DF11-919A-000C2946634A is.

    SELECT     Destination 
    FROM         TAMContactDetail 
    WHERE     (ContactLogGUID = '7DCEFB41-F340-DF11-919A-000C2946634A') 
    

    Best Regards,

    Heber Olivar

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    • complementing...

      With these queries you can ask a developer to build a program that query the BCM database and with the result it's possible to rename the files as you want, but I recommend you to copy the original files and rename the copied files, because Online Monitoring won't find the files if you change file name and don't update the table.

      Best Regards,

      Heber Olivar

  • author's profile photo Former Member
    Former Member
    Posted on Aug 08, 2010 at 07:15 PM

    Thanks for the answer !

    We have been using the features described by you, but we have new challenge:

    for some reason we have to record calls from some customer (queue), bur we cannot record for another one.

    The idea was to run a script in a background that would delete the files that belongs to the other customer.

    We cannot relay on caller ID because not all the numbers are recognized.

    So the best would be having queue name in the file name...

    Regards,

    Radek

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