BCM Call recording - files name scheme

[Former Member]

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

[Former Member]

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

[Former Member]

Hi Radek,

perhaps the problem you have is you want to record some portion of the incoming calls e.g. calls from queue A are recorded but from queue B are not. Am I right? if so, you can do it exactly like it is described by Heber above - you can select, based on call GUID, all call attributes incl. queue name. If the call is from queue B you can delete recorded file from disk and all related information from database as well.

BR, Piotr

[former_member217922]

Hi Radek,

Unfortunately the parameter appcnf_WS_record_level is only Application-specific and all queues in your Application type CALLCENTER will be recorded depending the value you set. If this parameter was queue-specific you could set which queue you'd like to record.

This might be a good change to be developed in BCM, so you can try the mail SAP_BCM_newfeatures @sap.com to ask for this new feature while you can eliminate the extra recordings for yourself.

Best Regards,

Heber Olivar

[Former Member]

Hi Heber,

we've reported already this issue to BCM R&D and they've promised to improve recording functionality in ver. 7.0. which is expected end of this year.

BR, Piotr

[swatantra_chourasiya]

Hi Heber,

Thanks for the very usefull information given above.

I am going to support a BCM 7.0 SP3 implementation.

Could you please confirm if the feature mentioned above is developed now so that we can have a controll on server side call recording.

That will be helpful to decide calls from particular queue will be recorded and not the all queues.

Thanks & Best Regards

Swatantra Chourasiya

[VishnAndr]

Hello, Swatantra Chourasiya.

I'd suggest to check standard documentation carefully before starting to support the implementation. It will give you lots of interesting information. For instance I'd consider that this feature is already presented in 7.0 SP3. Check Configuring Recording Settings (take a note on Recording Mode) and Configuring Contact Management Settings (take a note on Record Queue Calls setting).

[swatantra_chourasiya]

Thanks a lot andrei

Regards

Swatantra

[former_member217922]

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

[former_member217922]

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

[former_member187490]

Hi,

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

Best regards,

John