Available in version 8.3 and later
Conversation export allows exporting recordings from the system:
- The export feature is available for both users and administrators. Users can export recordings accessible for them, administrators can export any recordings.
- Access to the export features is controlled by permissions.
- Exports are executed by the storage service running on the Media Repository server(s). When users start a new export job, the system executes the job in the background and notify the users after completing the job in an email. Progress can be monitored on the export task list page.
- Storage targets are available specifically for export jobs. The system places exported files to these locations. Access to storage targets can be restricted for configured users/groups. The system also offers a direct download option, where exported files are hosted on the Media Repository server.
- The system is able to export media files for voice and video recordings, and IM transcript files if available (the system does not generate IM transcript files from the database if the file is missing).
- The process can export metadata files in two formats: CSV and XML. The columns in the CSV file are customizable and created during the export process. The XML metadata file is the original metadata file created by the recording services. If the XML file is not available, the export process will not create it.
- The export feature can create a Conversation Detail Records (CDR) file for each job in CSV/PDF format, listing all recordings.
- The system can create an export manifest file for each export job. It details how the search was run (query), the number of items exported, by who the search was run, the exceptions involved/encountered.
- Export jobs can be run based on a configured schedule.
User permissions for conversation export
The table below summarizes user level permissions controlling access to export features. Users are only allowed to access export features through the search/list page, providing access to recordings available for the specific user only.
Download a Conversation
|Allows downloading a single conversation on the search/list page.|
Grants access to advanced conversation export on the search/list page:
|Recurring Conversation Export||Grants access to scheduled/recurring export under advanced export.|
|Conversations List Export||Allows exporting conversation detail records to CSV/XLS/PDF on the search/list page.|
The table below summarizes administrator level permissions controlling access to export features. Administrator level permissions allow exporting all recordings under Administration -> Conversation Export.
Grants access to advanced conversation export under Administration -> Conversation Export:
|Recurring Conversation Export||Grants access to scheduled/recurring export under advanced export.|
Starting a conversation export
The system allows exporting and downloading conversations in various ways:
- Users can download voice/video recordings, media files on the search/list page by clicking on the download icon (disk), for more information see Downloading a single media file.
- Users can export conversation detail records on the search/list page by clicking on one of the export options (Excel, CSV, PDF) under the export button in the top toolbar.
- Users can use the advanced export features on the search/list page by clicking on the Advanced option under the export button in the top toolbar.
- Administrators can use the advanced export features under Data > Export.
Configuring advanced conversation exports
Once you start an advanced conversation export, you can configure various settings for the export job.
In this section, you can configure the general settings for the export job.
|Name||Descriptive name of the export job.|
Type of the storage destination, the process moves the files to this location.
|Storage Target||Storage Target selected for the export job. This option is only available if the Target Type is set to Storage Target. For more information, see Storage targets.|
|Time zone||The event times in the conversation metadata will be shown based on the selected time zone.|
|Rename Files||Files exported using their original file name unless a specific pattern is defined to rename the files. All media and metadata files will be renamed using the configured pattern.|
|Query||Descriptive/friendly representation of the query used to select conversation for export. If a user starts the export from the search/list page, the query shows the criteria configured on the search page. If an administrator starts the advanced export job, this field reflects the query built on this page below.|
|Send Notification to Email Address(es)||Email address(es) for notifications, separated by line breaks. The system sends a notification to the configured email address(es) after completing the export job. If the recurring job is scheduled, the system sends the notification after each run.|
|Email Subject||Subject of the notification email.|
|Email Message||Body of the notification email.|
|Source Dataset||Administrators can limit the scope of exported conversations to online, archived or both.|
|Conversation Detail Fields||Administrators can define the criteria for selecting records for the export job.|
Conversation Detail Fields
The table below summarizes the available conversation details fields which can be configured as a filter for the export.
|Participants||From||The number of the caller party in the conversation|
|From Info||The number of the called party in the conversation|
|From (digits)||The number of digits in the phone number of the initiator of the conversation|
|From Device ID||The Device ID of the initiator of the conversation|
|From IP||The IP address of the caller party in the conversation|
|To||The name of the caller party in the conversation|
|To Info||The name of the called party in the conversation|
|To (digits)||The number of digits in the phone number of the target of the conversation|
|To Device ID||The Device ID of the target of the conversation|
|To IP||The IP address of the called party in the conversation|
|Both To or From||The number of any party participating in the conversation|
|Both To or From Info||The name of any party participating in the conversation|
|User||The user associated with the conversation based on the extension configuration|
|Extension||The extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below|
|Group||The group where a conversation belongs to based on the users associated with the conversations|
|Agent ID||The Agent ID obtained from contact center systems as extra metadata|
|Details||Start Time (UTC)||The start time of the conversation in UTC timezone|
Only conversations selected where the start time is recent than the defined value.
Make sure it is not used with a recurring schedule, otherwise conversations can be skipped if the defined value is close to the recurring period.
|Older Than||Only conversations selected where the start time is older than the defined value|
|Direction||The direction of the conversation (e.g. internal, inbound, outbound, etc.)|
|End Cause||The end cause of the conversation (e.g. normal, hold, transfer, etc.)|
|Duration Interval||The length of the conversation|
The type of conversation. Available options:
|Forward Reason||The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)|
|Ondemand||Defines whether a call was recorded as on-demand|
|Marked for recording||Defines whether an on-demand conversation was marked for recording|
|Protected||Defines whether the conversation is protected|
|Label||The labels added to the conversation|
|Case||The cases containing the conversation|
|Encrypted with Certificate||The certificate used to encrypt the conversation|
|Signed with Certificate||The certificate used to sign the conversation|
|Analytics||Silence ratio||The silence ratio in a conversation|
|Talkover ratio||The talkover ratio of the conversation|
|Longest Silence||The longest silence present in a conversation|
|Technical||Recording Server||The hostname of the server that recorded the conversation|
|Media file name||The name of the stored media file|
|Storage target||The current storage location of the media file(s)|
|Source Platform||Defines which telephony / unified communications system the conversation was recorded on (Cisco,Sfb, Avaya, etc.)|
|Secondary||Defines whether the conversation is recorded on a server marked as secondary (using 2N / duplicate recording)|
|CDR/Media Record||Defines whether the conversation is a Standard, CDR-Only or Media-Only record. CDR-Only and Media-Only records are used for trader voice recording.|
|Elapsed Time Since Transcoding (UTC)||The time elapsed since transcoding in UTC timezone|
|Time of Transcode (UTC)||The date and time of transcoding in UTC timezone|
|Metadata Fields||Custom Metadata Fields||Custom metadata fields configured in the system, the list of available fields might vary depending on the integration configured and the metadata templates added|
In this section, you can configure how you want to export media files (voice/video recordings and IM transcript files if available).
|Export Media Files||Enables exporting media files.|
|Decrypt Encrypted Conversations||If a voice/video file is encrypted, the system can automatically decrypt the files before exporting. Original files remain encrypted. If no transcoding is specified, the system will output decrypted VF files which can only be played back using the Verba codec.|
|Transcode Media||Voice recordings can be optionally transcoded to the selected format.|
In this section, you can configure how you want to export metadata files.
|Export XML Metadata Files||Enables exporting original XML metadata files. Metadata XML files are generated by the recording services. If the file is missing, the system will not create it during the export process.|
|Create CSV Metadata Files||Enables creating customized CSV metadata files for each exported recording. By clicking on the Configure Columns button, you can select the fields and the order of the fields stored in the CSV file.|
|CSV Delimiter||If CSV export is selected, the CSV delimiter can be configured here.|
In this section, you can configure how you want to create a conversation detail record file for the export job.
|Create Conversation Detail Records (CDR) File||Enables creating a CDR file for the export job, listing all conversations. The system creates one CDR file for each export job. By clicking on the Configure Columns button, you can select the fields and the order of the fields displayed in the CDR file.|
|Conversation Detail Records (CDR) File Format||The system supports CSV and PDF formats for CDR files.|
|CSV Delimiter||If CSV format is selected, the CSV delimiter can be configured here.|
In this section, you can configure how you want to create a manifest file for the export job. The manifest file is an HTML formatted file with configurable content.
|Create Manifest File|
Enables creating a manifest file for the export job.
|Include User Identification||Defines if user identification is included in the manifest file.|
|Include Query||Defines if the descriptive/friendly query (see above) included in the manifest file.|
|Include List of Exported Files||Defines if all files exported listed (with an indication of error) in the manifest file.|
|File Extension||Defines the file extension for the manifest file.|
In this section, you can configure how you want to export conversation detail record files.
Scheduling setting for the export job.
|Time of Next Export||Date and time of the next export run.|
|Period Settings||Scheduling settings for periodic/recurring exporting. By clicking on the ... button, the scheduling wizard opens.|
Checking export progress and status
Advanced export jobs can be monitored in the following way:
- Advanced export jobs initiated by users can be checked under Data > Export. Users can only check their own export jobs.
- Advanced export jobs initiated by administrators under Data > Export. Administrators can check the status of any export job, regardless of the initiator of the export job.
- Advanced export jobs initiated by both user and administrators can be followed under System > Background Tasks. Access to this page is controlled by a special permission.
Disabling direct download
You may want to completely disable the direct download option. By disabling the direct download option, users will only able to export recordings to specified storage targets.
In order to disable this option, follow the steps below:
Step 1 - In the Verba web interface click on System > Verba Servers and select your Media Repository server, or select the appropriate Configuration Profile at System > Configuration Profiles.
Step 2 - Click on the Change Configuration Settings tab.
Step 3 - Expand Web Application > Miscellaneous.
Step 4 - Configure Enable direct download folder field on the export page.
Step 5 - Click on the Save icon to save your settings
Step 6 - The system will notify you that the changes need to be applied to the server by restarting the involved services. Execute the required tasks.