Avaya Support Forums  

Go Back   Avaya Support Forums > IP Office Contact Center

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 02-10-2017, 10:28 AM
akparmale akparmale is offline
Member
.
 
Join Date: Sep 2016
Posts: 9
akparmale has 10 reputation points
Default Embeding the URL for that particular recording in Contact recorder

Hello Team,

Greetings!

One of our BP has a query :

When a call is received and recorded in IPOCC/ Contact Recorder using the Salesforce CRM Plugin, At this time a Salesforce interaction will be popped from Salesforce, additional to the Plugin. It will be the customer account Screen matching the CLI of the caller for example. The IPOCC agent will make notes about the call within the interaction
Once the call is finished we need to also embed the URL for that particular recording in Contact recorder into the customer interaction record within Salesforce?
The use would be: agents returning to a previous interaction window in Salesforce for the customer account would be able to select that URL to play it back within Contact Recorder.
How can we get this to work, it was demoed to the customer with a resource from Avaya, who is no longer with Avaya, so we know in concept that this works”

We did investigation from our end and responded saying that :
Please note that we tested this in our lab and we were not able to get the URL for that particular recording in Contact recorder.
Following is the link to Search and Replay page of Contact Recorder, if you go to viewing results tab it will provide a snapshot which shows a tab Original tab which will just give the file name used by Voicemail Pro when transferring the file to Contact Recorder. Using this you can just get the details of the file and then use this to find the recording in Contact Recorder:
http://marketingtools.avaya.com/knowledgebase/businesspartner/ipoffice/mergedProjects/contactrecorderuser/viewing_results.htm
Could anyone give a confirmation on this!

Regards,

Amruta.
Reply With Quote
  #2  
Old 03-15-2018, 05:28 AM
bhatt33 bhatt33 is offline
Aspiring Member
 
Join Date: May 2017
Posts: 1
bhatt33 has 10 reputation points
Default

Hi Amruta, have you had any luck with embedding Contact Recorder URL in salesforce?
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 02:51 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.