ACR/QM: windows media player able to play WAV files, which were exported from ACR 12

Doc ID		SOLN274277
Version:		4.0
Status:		Published
Published date:		14 Mar 2017
Created Date:		28 Aug 2015

Author:

Yuriy Drumov

Details

WFO 12
ACR 12 and higher

Is there a codec needed to play wav files exported?

Problem Clarification

Two scenarios:

1. Prior to ACR version 12.0 wav files were coded using proprietary Verint codec. Now in ACR R12.0 it changed and files can be easily replayed. That may not be appropriate for security purposes.
2. If recordings of .wav files exported from WFO / QM 12 Interactions by supervisor cannot be played back by agents.

Cause

When WFO QM Desktop Resources and Playback client installed on agent/supervisor desktop PC, all QM .wav files can be opened in Windows Media Player.

Solution

Need to deny export media files from ACR for users accounts if users should not have capability for security purposes.

If .wav files are exported for agents to listen to from QM by supervisor the agents will require the proprietary Desktop Resources and Playback client installed.

Additional Relevant Phrases

agents cannot playback .wav files exported from QM

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