thanks for getting back to me Monique: responses below:
What are the search parameters that you are using?
Our search parameters are correct that it brings up the call in its entirety and we can hear the conversation from end to end.
1a. Do you see the 2nd leg of the call? You maybe just pulling agent 1 part of the conversation
Yes there is a second leg on the call, for some reason the once conversation with the same agent has split in two (the second leg of the conversation we are unable to export)
The first leg comes thru as normal
.. Silly question, but can you normally export recordings from that second agent? It maybe a permissioning issue?
I understand the question, Yes I normally export the calls as part of my role/permission
Could the issue be how and why the one call has broken into two parts for the same agent
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Ben Ulugia
Qsuper
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Original Message:
Sent: 02-10-2020 08:38
From: Monique Morel-Peseski
Subject: Eport Call Recording
1. What are the search parameters that you are using?
1a. Do you see the 2nd leg of the call? You maybe just pulling agent 1 part of the conversation
.. Silly question, but can you normally export recordings from that second agent? It maybe a permissioning issue?
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Monique Morel-Peseski
System Administrator
Messer Canada Inc.
Original Message:
Sent: 02-06-2020 00:38
From: Ben Ulugia
Subject: Eport Call Recording
Hi all,
if anyone can assist would be grateful.
I have an inbound call, it has split into two interactions in genesys recording. So two different agents with a call transfer. one is 36 mins, one is 17 minutes. you cannot get the 17 minutes exported. only the 36 minutes
How do I export the longer call?
#Telephony
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Ben Ulugia
Qsuper
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