LenardFurr | 2020-05-06 13:43:23 UTC | #1
Hello, I have a recording in pure cloud that has a secure pause in it. When I load the recording in my interactions, I can see the secure pause markers. Is there any way via the API to get the secure pause markers for a recording? I have tried pulling down the meta data using GetConversationRecordingmetadata, but it only gives me information about the recording, nothing about the secure pause markers.
Here is the metadata I get back.
{ "fileState": "AVAILABLE", "id": "<recording ID>", "conversationId": "<conversation ID>", "media": "audio", "annotations": [], "maxAllowedRestorationsForOrg": 100, "remainingRestorationsAllowedForOrg": 100, "sessionId": "<session ID>", "selfUri": "/api/v2/conversations/<conversation ID>/recordingmetadata/<recording ID>" }
Jerome.Saint-Marc | 2020-05-06 16:15:41 UTC | #2
Hello,
The SecurePause markers (location, duration) are available in the annotations of the recording.
You can get them with one of the following methods (likely also via other methods...).
Get all of a Conversation's Recordings. REST: GET /api/v2/conversations/{conversationId}/recordings .Net: GetConversationRecordings
Gets a specific recording. REST: GET /api/v2/conversations/{conversationId}/recordings/{recordingId} .Net: GetConversationRecording
Get annotations for recording REST: GET /api/v2/conversations/{conversationId}/recordings/{recordingId}/annotations .Net: GetConversationRecordingAnnotations
Within a recording, you will have an annotations attribute (array - not sure what is the name of the property in the .Net SDK). The SecurePause marker is an annotation with description="Secure Pause". Duration of the Secure Pause and Location are also available as attributes of the annotation.
Regards,
LenardFurr | 2020-05-06 16:35:26 UTC | #3
That does not appear to be working. I pulled back the recording using GetConversationRecordingmetadata and as posted in my original post, the annotations are empty. I have confirmed via the web interface that the recording does in fact have secure pause markers.
Jerome.Saint-Marc | 2020-05-06 16:49:07 UTC | #4
It is not available in the annotations of the Recoding Metadata but in the annotations of the Recording itself. Use GetConversationRecording or GetConversationRecordingAnnotations as I mentioned above.
LenardFurr | 2020-05-06 18:13:14 UTC | #5
Ok, I see now. Seems strange that there is an annotations section in the metadata that does not have the annotations in it, but I am now seeing the secure pause.
jcp | 2020-05-15 18:44:12 UTC | #6
Hi,
I have encountered a strange thing retrieving the recording annotation to identify 'secure pause' was used.
- retrieve the recordings from a conversation
GET /api/v2/quality/conversations/{conversationId}/audits
- retrieve the annotation for that conversation & recording
GET /api/v2/conversations/{conversationId}/recordings/{recordingId}/annotations
I can see an annotation of type: "pause", description: "Secure Pause" No problem.
The issue is that subsequent GET request returns an empty [] If I log out and back again, or even open a new session via another browser, I still get an empty response.
As I did several test I had a few examples. After an elapse time (didn't count but a few hours) the data is retrievable again but only once.
I ran the requests using the developer tool
Is this expected ?
Cheers, Jean-Christophe
Jerome.Saint-Marc | 2020-05-18 04:27:21 UTC | #7
Hello,
I just ran a test in my environment and I have observed the same behavior. The first request on GET /api/v2/conversations/{conversationId}/recordings/{recordingId}/annotations brings back the Secure Pause and the Bookmarks. Next request(s) on the same URL only bring back the Bookmarks (until it comes back after some time).
I am not aware of a specific reason to explain this. Could you please open a case with Genesys Cloud Care to investigate?
Having said that, note that the Secure Pause markers are also available in the GET /api/v2/conversations/{conversationId}/recordings/{recordingId} and do not appear to disappear after a request.
system | 2020-06-18 04:27:07 UTC | #8
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