PureConnect

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  • 1.  Secure Pause Audit

    GCAP Member
    Posted 01-09-2018 16:19
    We need to be able to search for recordings where the agent pressed the secure pause button. I don't see any attributes like that in available search criteria. Is there a way to set an attribute on the call when the agent presses the Secure Pause button? Or something like that to make the calls searchable.


  • 2.  RE: Secure Pause Audit

    Top 25 Contributor
    Posted 26 days ago
    Hello @Tim Cannon. I am also looking to accomplish what you mentioned above. Were you able to find a solution for this?​

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    Corrie Milster
    Lentegrity LLC
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  • 3.  RE: Secure Pause Audit

    Posted 26 days ago

    Hi Corrie, I have an answer that may be of some help.

    Within dbo.IR_Event table (contains events that happened during the recording of the interaction), the name of one of the columns is EventType; here is an explanation of this field:


    EventType=5 displaying all recordings where Secure pause was used.

    Thank you,

    Ben




  • 4.  RE: Secure Pause Audit

    Top 25 Contributor
    Posted 26 days ago
    Thanks, Benyamin. Does this apply to Genesys Cloud? Where can I locate this table?

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    Corrie Milster
    Lentegrity LLC
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  • 5.  RE: Secure Pause Audit

    GENESYS
    Posted 26 days ago
    Corrie,
    No, this applies to PureConnect. If you need information concerning Genesys Cloud, may I suggest heading over to the Genesys Cloud CX forum?
    Genesys Cloud uses a completely different system of storing reporting information and the two products are not interchangeable at that level.
    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 6.  RE: Secure Pause Audit

    Top 25 Contributor
    Posted 26 days ago
    Will do. Thanks so much!

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    Corrie Milster
    Lentegrity LLC
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  • 7.  RE: Secure Pause Audit

    Posted 26 days ago
    Corrie, for Genesys Cloud/PureCloud, I know that Secure Pause attributes/markers are available by just retrieving a specific recording using the following 2 GET requests:
    • retrieve a specific conversations "recordingId": GET /api/v2/conversations/{conversationId}/recordings
    • get all recording attributes including Secure Pause attributes if function was used: GET /api/v2/conversations/{conversationId}/recordings/{recordingId}



  • 8.  RE: Secure Pause Audit

    Top 25 Contributor
    Posted 25 days ago
    Thanks so much, Benyamin.

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    Corrie Milster
    Lentegrity LLC
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