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Schema to View Downloaded Call Recordings

If you have the Download Bulk Call Recording option enabled for your account, when you download bulk call recordings, they are delivered in a zip file that contains a metadata file and one or more mp3 files with the actual recordings.

You can use the metadata provided with the call recording files to develop a tool to find specific call recordings based on agent name, email, ANI, DNIS and timestamp. See the sample metadata provided below for an assisted-service portion of a call. Refer to Archiving and Metadata in Genesys Interaction Recording for the self-service portion.

Sample json metadata

Note: The text preceded by <- - - is only for the purposes of identifying specific metadata to you. It is not part of the metadata.

{
    "id": "01NOSKNPB8AT3D4MUTCJ82LAES0001B6", 
    "callerPhoneNumber": "anonymous”,         <- - -  ANI
    "dialedPhoneNumber": "+61285144114”,      <- - -  DNIS
    "eventHistory": [
        {
            "contact": {
                "userName": "vcc259agt2@gmail.com", 
                "phoneNumber": "69799310210219783971014743974102101345404983710219”,    < - - -  agent’s phone
                "type": "User", 
                "firstName": "vcc259agt2”,          <- - - agent's name
                "lastName": "SupAdmAgt111"
            }, 
            "occurredAt": "2015-08-26T19:16:38.000+0000”,     <- - - when the agent joined the call
            "event": "Joined"
        }, 
        {
            "contact": {
                "userName": "vcc259agt2@gmail.com", 
                "phoneNumber": "69799310210219783971014743974102101345404983710219", 
                "type": "User", 
                "firstName": "vcc259agt2", 
                "lastName": "SupAdmAgt111"
            }, 
            "occurredAt": "2015-08-26T19:16:57.000+0000”,     <- - - when left agent left the call
            "event": "Left"
        }
    ], 
    "mediaFiles": [
        {
            "mediaId": "01NOSKNPB8AT3D4MUTCJ82LAES0001B6_61285144114_anonymous_%2B61285144114_2015-08-26_19-16-17_-008E015D-100063C8-00000001.mp3.bin", 
            "startTime": "2015-08-26T19:16:17.000+0000",    <- - - when the call recording started
            "stopTime": "2015-08-26T19:16:29.000+0000",     <- - - when the call recording stopped
            "duration": "11299", 
            "size": "44352", 
            "type": "audio/mp3"
        }, 
        {
            "mediaId": "01NOSKNPB8AT3D4MUTCJ82LAES0001B6_anonymous_anonymous_%2B61285144114_2015-08-26_19-16-38_-008E015D-100063CB-00000001.mp3.bin", 
            "startTime": "2015-08-26T19:16:39.000+0000",    <- - - when the call recording started
            "stopTime": "2015-08-26T19:16:57.000+0000",     <- - - when the call recording stopped
            "duration": "18200", 
            "size": "72576", 
            "type": "audio/mp3"
        }
    ]
}

Accessing unencrypted call recording files

If you select unencrypted download files, the voice files inside zip are available in mp3 format ready to play.

For example, a call recording zip might be 01NOSKNPB8AT3D4MUTCJ82LAES0001B6_2015-09-01T20-50-02.zip. That file contains:

  • metadata_01NOSKNPB8AT3D4MUTCJ82LAES0001B6_2015-09-01T20-50-02.json
  • 01NOSKNPB8AT3D4MUTCJ82LAES0001B6_61285144114_anonymous_%2B61285144114_2015-08-26_19-16-17_-008E015D-100063C8-00000001.mp3
  • 01NOSKNPB8AT3D4MUTCJ82LAES0001B6_anonymous_anonymous_%2B61285144114_2015-08-26_19-16-38_-008E015D-100063CB-00000001.mp3

To access the data within json file, create an application that does the following:

  • Extracts content from the zip file.
  • Reads the content in the json file and imports into a database.
  • Provides a user interface for performing queries of the database.

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This page was last modified on December 7, 2016, at 07:49.