Recording settings in SAP CC (BCM)

[former_member650538]

Hi!

I want to set up call recording separately for each queue, in SAP Contact Center (BCM) 7.0 FP13.

If I go to System Services -> Recording Settings -> Recording Mode, and choose "Specified for User, Queue or Campaign" setting, and also check the "Record Queue Calls" in the settings of phone queues, (also "Subfolders Created" option is "User (Monthly)"), сall recording will be in the folder <recording path>\Cr\<yyyy_mm , without subfolders of operator's numbers.
And this is not what I need.
I need a path to be like <recording path><Queue Name><user's extension number>\yyyy_mm

Is it possible to configure this?

[Former Member · Accepted solution]

Hi

The recording file names or folders do not identify the contact parties by design.

However, there are several possibilities to search and listen to the recordings via user interfaces.

If you want to build a custom approach, the files can be mapped to contacts / users / queues via monitoring_history (short term) and reporting (long term) databases.

See e.g. SAP Contact Center Reporting Data Guide in the help portal https://help.sap.com/viewer/product/SAP_CONTACT_CENTER/7.0/en-US

[former_member650538 · Accepted solution]

Thank you for your answer.