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  • 1.  downloading recordings

    Posted 07-25-2019 17:21
    Edited by Julie Green 08-06-2019 08:35
    No replies, thread closed.
    Hello

    Looking for how to download full recordings from interaction to share outside of Purecloud. When I download from the interaction screen only the caller's 's portion of the call can be heard. I need to hear the entire conversation for quality control. Is this a setting or a different screen I should be saving this from?
    #QualityManagement

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    Julie Green
    Sentinel Benefits & Financial Group
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  • 2.  RE: downloading recordings

    Posted 08-06-2019 18:37
    No replies, thread closed.
    Hi Julie,
    It sounds like you are aware of how to download recordings as noted in the Resource Center (see link).  The playback from within the Interactions tab as well as the download should include both sides of the conversation.  I suggest that you open a support case if you haven't already done so and they can take a look to see what the problem is.
    Regards,
    Lesley

     https://help.mypurecloud.com/articles/download-a-recording/





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    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
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    Original Message


  • 3.  RE: downloading recordings

    Posted 08-07-2019 09:52
    No replies, thread closed.
    @Julie Green Do you have dual channel recording enabled on the trunk?

    One thing to check, if you do, is whether the sound device you are listening to is playing in stereo. The recording puts one channel on each side of the stereo playback (so, for me, customer plays in my right ear and agent in my left ear). ​

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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    Original Message


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