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  • 1.  Ways to extract/export voice and email interaction recordings

    Posted 02-21-2022 00:55
    No replies, thread closed.
    Hi Team

    If the customer wants to move away from Genesys Cloud CX, is there any way to extract/export voice and email interaction recordings.

    We need to extract voice and email interaction for last 3 years?

    Please let me know if you need any further information.

    Regards
    Harshit
    Blackbox Technologies
    #Ask Me Anything (AMA)
    #SystemAdministration
    #Unsure/Other

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    Harshit Parsai
    Blackbox Technologies Australia Pty Ltd
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  • 2.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-21-2022 01:17
    Edited by Matt Lawson 05-09-2022 09:31
    No replies, thread closed.
    This is probably a reasonable place to start:

    About the AWS S3 recording bulk actions integration - Genesys Cloud Resource Center
    Genesys Cloud Resource Center remove preview
    About the AWS S3 recording bulk actions integration - Genesys Cloud Resource Center
    The AWS recording bulk actions integration enables quality managers to create a... [More]
    View this on Genesys Cloud Resource Center >


    There's a few API calls that would be used after this is setup to grab historical recordings, otherwise you can set a policy to do the export from each call.

    If memory serves me right some of your fellow Blackbox engineers (NZ based at least) occasionally are on these forums so you may have resource internally that can help you go through this.

    What's key is in how you would search those exports.  The link I've sent you also has this link:

    https://developer.genesys.cloud/api/rest/v2/recording/glue_athena_example


    ------------------------------
    Vaun McCarthy
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    Original Message


  • 3.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-22-2022 01:36
    No replies, thread closed.
    Oh Vaun, you think we want to talk to the Australians ..... nah all good thanks for pointing that link out, most useful as are most of your posts.  Harshit, please reach out to Darrel and Anish and see if they can assist, drop me a line if you're not sure who exactly I'm referring to.

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    Kelvin Porter
    Black Box Technologies New Zealand Limited
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    Original Message


  • 4.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-22-2022 14:19
    No replies, thread closed.
    Thanks Kelvin, and yep, our Australian cousins are on here too so we know the feeling haha

    One comment @Harshit Parsai - the links I've put here are for voice calls so you'd still need to look into options for the email export.  Not something I've had to do.
    ​

    ------------------------------
    Vaun McCarthy
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    Original Message


  • 5.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-23-2022 08:39
    No replies, thread closed.
    Thanks Vaun for the answers.  The links Vaun shared would be applicable to exporting recording of email interactions as well.

    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


  • 6.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-23-2022 14:06
    No replies, thread closed.
    Hmm thanks for that Daniel.  The Resource Centre articles around this are quite heavily worded towards recordings and calls.  Since I've not had to do any other media type exports I wouldn't have even thought this same integration would be able to process those based on that.

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    Vaun McCarthy
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    Original Message


  • 7.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-23-2022 17:45
    No replies, thread closed.
    Thanks Daniel for the confirmation.

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    Harshit Parsai
    Blackbox Technologies Australia Pty Ltd
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    Original Message


  • 8.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-23-2022 17:44
    No replies, thread closed.
    Thanks Vaun for your reply.


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    Harshit Parsai
    Blackbox Technologies Australia Pty Ltd
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    Original Message


  • 9.  RE: Ways to extract/export voice and email interaction recordings

    Posted 02-22-2022 03:23
    No replies, thread closed.
    I'd suggest you have a look on AppFoundry.,  Genesys PS has recently released Recording as a Service. they may be able to help.

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    Alan McIntosh
    Genesys - Employees
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    Original Message


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