Easy to use and convenient search interface for recording

[krzysioD]

Hello,

i search for a search engine for my recordings, basically i've got lot of them, and try to use some nice tool for call center leaders to search and listen for phone calls, any hints?
(i've seen orecx and Open Unified Recording and they simply don't go for 'convenient').
Any hints?

[williamconley]

Do you have any questions related to Vicidial?

[Trying]

Still a good question that may help many Vicidial users though.

[okli]

http://www.vicidial.org/VICIDIALforum/v ... 2903#72903
http://www.vicidial.org/VICIDIALforum/v ... =autoindex

[joako]

There are ways to access the recordings from the vicidial admin interface. You can listen to recordings by lead (show all calls to/from the lead regardless of agent) and also view all calls by agent.

Maybe you can tell us exactly what you are looking for?

And if what you want isn't there it seems rather easy to produce your own custom recordings, have a look at MySQL table recording_log. user and lead_id column can be referenced to other places in the database. HTTP URL for the recordings is there under location, so you need not even run the script on the vicidial server as long as you have remote access to the MySQL database.

[krzysioD]

@joako:
what is needed in a real-world CC scenario is abilty for not-so-very technical staff to search for recordings and resolve customer cases and complains ("your consultant on the phone said that..."), also for example to easy "outsource" recordings only for one project (see, you provide cc service to many customers, and one customer should only see his/hers recordings).
Things that i look are:
ready GUI that works both under FF and IE
search based on many criteria
player that, embedded on web could do a "fast forward" playing with speed X1.5, X2, X2.5, X3 times faster than recording etc...

simply the Call Center customers will look for features found in products they are used to, so only providing interface like i've found: URS (http://www.voip-info.org/wiki/view/Unified+Recording+Management+System) or OrecX (http://oreka.sourceforge.net/http://oreka.sourceforge.net/
) is no good, #1 URS uses filed type "varchar[50]" to contain a data/time value - imvho it says "don't use me!". OrecX is based in java and is just a GPL part of big commercial product, that is hard to customize.

I just wander, how you share recordings with team leaders or external companies that just buy outbound campaigns based on VIVIDIAL. I don't believe that after a campaign that last for one month you just put a bunch of .wav files on DVDs, most customers will ask "i want to listen to calls while the campaign is running"

[williamconley]

the vicidial manager interface already has all recordings for each client under their lead record (also has all recording for each agent under their agent record). obviously you must turn on recordings and be sure all client calls are made from that single lead record (or linked to it upon callback), but this is all possible.

when you look at said list (in IE or FF) you can instantly download the entire recording which allows FF/RW and even choosing a "to the second" location to listen to because you are in Windows Media Player or the media player of your choice.

Recordings in Vicidial may be pushed to a web server automatically all day long or nightly at end of shift.

If you want to share recordings in any way other than the standard methods, the script that export said recordings are OPEN SOURCE and reside on your server. They can be modified to push any recording to any location based on any criteria you desire.

All you gotta do is learn the application. Go to Clearwater FL and take the seminar, and I promise you that you'll be able to do all that has just been described.

PS: NO, I've never taken the course, but it's taken me five years to learn what I know on this application. You sound like you're not likely to want to wait that long. LOL

[boybawang]

The easiest way to do this is to make a php script that does a query to recording_log to get the links, then make the filenaming of the campaign to show the customers number.

the sql statement should be like this


select location from recording_log where location like "%customernumber%";

% - wildcard
location - is a field that points to the filename and location of the call recording


This is the logic of the script I developed 2 years ago which has now grown into something else

[williamconley]

Of course, that doesn't work quite so well for incoming calls, as they often are not named according to the customer number (many inbound calls are callerid blocked, and so end up with a name that does not include the customer number).

But it is possible, even in those cases, to use mysql joins to link the lead to a campaign or list and export / view calls on that basis instead.