Download Call Recording in Bulk in ContactNow

Download and Run the App

To use Bulk Download, first download the Java application from your ContactNow admin interface.

1. In the Configuration section, click Bulk Download.
2. For first-time use, click Download App and select App with New Config​. This wll initiate the download of a zip file named Pull_recordings.zip. The file name may include a revision number.
   
3. If you already have a configuration created and need an updated version of the app, click on the gear icon of the appropriate configuration and select Download App with this Config. This wll initiate the download of a zip file named Pull_recordings.zip. The file name may include a revision number.
   
4. Extract the downloaded zip file to a known location, placing the extracted files into a single folder.
5. Double-click on the Java executable file called Pull_recordings to run the app. You can also right-click on it and select Open.​
   
6. Enter your ContactNow administrator credentials into the login window, and click LOGIN.
7. Continue with Configuration.
   

This application does not support 8x8 SSO login. You must use your ContactNow administrator ID and password as it is stored in ContactNow.

Configuration

The first time you run Pull_recordings, you'll be presented with a message prompting you to configure directories.

1. Click OK. The Edit Configuration window will appear.
   
2. In the Edit Configuration window, click Browse for each of the following, and select a destination folder to place downloaded or created files. The same folder can be used for all three if desired:
   • Recordings Destination
   • Indicies Destination
   • Log File Destination
3. Provide a minimum free space value for all three destinations. This is to ensure that your hard drive's free space will not fall below this level. The call recording download will fail if your free disk space falls below this level.

   Note: This free space value is measured in megabytes (MB), not gigabytes (GB). The free space limit assigned in the example screenshot below would leave 5000MB, or 5GB of free hard drive space before terminating the download job.

4. Optionally, enter your email address for notifications of when the bulk download is complete or if any errors occur.
5. When configuration is complete, click Save.
   

Creating a New Job

Now that you've saved your general application settings, you need to create a 'job' which will automate the download of call recordings for you.

1. When the Pull Recordings window appears, click on the File menu and select New Job.
   
2. This will open the Add New Job pane, where you create a bulk download job matched to criteria of Agents, Outcomes, Queues, and Datasets:
3. To download based on criteria for all items from each field, simply leave all items in the Agents, Outcomes,and Queues fields unselected.
4. To select multiple individual items in any of those columns, hold down CTRL (PC) or CMD (Mac) and click individual items to highlight them
5. Select a Datasets range or leave blank to select all datasets, as desired.
   

Configure other download criteria:

6. Description: This is the name of the bulk download job you are creating.
7. Filename Format: Sets the naming format of downloaded call recording files. What you enter into this area will become the WAV file name format. Database fields that can be included are:
   • {{callid}} - Call ID
   • {{agent}} - Agent ID
   • {{outcome}} - Outcome ID
   • {{qid}} - Queue ID
   • {{dataset}} - Dataset ID
8. Schedule Type: Select the frequency which the job will run.
   • For Run Once, check the Immediate box if you want the job to begin right away. On Windows, the check box name may be truncated.
9. Start Date and Time: Enter the time and date the job will start.
10. Range Type (Range Start and Stop) - Select the time period of calls to be downloaded (for Custom Range only).

    Note: These fields are in UTC time, so you may need to adjust the times according to your location.

11. Category: Select to download either Recordings, Segments (Call Highlights), or Recordings and Segments.
12. Finally, click Add to complete the job. If you've scheduled the job to run immediately, it will run at this point.

View a Running Task

Once a job is running, you can view its status on the Running Task tab.

To view the Running Task tab for a particular job, click to select that job in the left-side panel. The Running Task tab will display status for the selected job.

Viewing Job Logs

You can view the activity log of each job. To do this:

1. Select View > View Log from the Pull_Recordings menu.
   
2. You will be presented with the Logs screen, which may contain multiple jobs and/or multiple runs of the same job.
3. Click on the job you want in the Job pane, then click on appropriate entry in the Run pane. The history for that particular job run will appear in the Log area.
   

Scheduled Jobs

A list of scheduled download jobs can be viewed under the Scheduled Jobs tab.

Recent Runs

Recent job runs are shown on the Recent Runs tab. Entries display job run data and completion status.

Storage Device Info

You can also check how much storage you have on your device on the Storage Device info tab.

Q. Can I download call highlights?

A. These are called ‘Call Segments’ and can be downloaded separately or with your recordings.

Q. Can I schedule repeat jobs?

A. Jobs can be repeated daily or weekly by choosing a Schedule type in the Add New Job screen

Q. How do I edit a job that has already been scheduled?

A. ​From the main application window (Pull Recordings) select the job you want to change, then click Edit > Edit Job.

Q. How can I download all of my calls?

A. In the Add New Job or Edit Job windows, leave all items in the Agents, Outcomes,and Queues filter fields unselected.

Q. There is an error when the bulk downloader starts or it does not run.

A. In order to run the bulk downloader you must have Java 7 or higher installed on your computer.

Q. What if my PC reboots or I lose internet connection?

A. You will receive an error message. The app will attempt to run again every 5 minutes. It will attempt to re-run your job a total of 20 times, once every 5 minutes. If the job ultimately fails, go to the Failed Jobs tab in the Pull Recordings window, and click Re-Start to resume the job from the position it failed at.

Q. Can I schedule a job to run immediately?

A. ​Yes. In the Add New Job or Edit Job windows, change the Schedule Type to Run Once, and check the Immediate box. The job will run as soon as you click Add or Save.

Q. Can I use special characters in file names and descriptions?

A. Yes, special characters can be used, but are limited by your operating system.

The following characters are not allowed:

• forward slash ( / )
• colon ( ; )
• asterisk ( * )
• question mark ( ? )
• backslash ( \ )
• double quote ( “ )
• less than ( < )
• greater than ( > )
• pipe ( | )

Q. I can't see any log data for my jobs.

A. In the View > Logs window, you must first select a Job and then a Run period to view the log data.

Q. Can I export onto an external drive?

A. Yes. All of the Recordings, Indicies, and Log File folders can be pointed to any drive that is connected to your computer.

Q. Do my destination folders have to be within a folder?

A. No. The Recordings, Indicies, and Log File folders can be outside of individual folders (e.g., on the desktop), in different locations, or even on different drives.

Q. Do the alert and completion email addresses have to be the same? Can I enter more than one?

A. Yes they can be different, as needed.

Q. Can I enter more than one email address in each alert field?

A. No, only one email address can be entered for each alert.

Q. Can I change the email addresses I have set?

A. Yes. From the Pull Recordings > Edit menu, select Edit Config and change the email address fields as needed.

Q. What are the differences between the range types available?

A. Custom Range will download your selected calls based on the Range Start and Range Stop time selected.

All from last 24 hours and All from last 7 days will use the Start Date and Time to set the stop time, downloading calls in the period previous to that time.

Q. What happens if I select more free space than I have available on my drive?

A. Should this happen the job will fail immediately, and an alert email will be sent if configured to do so. The log file will also state that this was problem. It can be solved by editing the config file to the correct amount of space available.

Q. What is the difference between a Run and a Job?

A. A Job is a set of configuration parameters that control a Run, which is the actual downloading of your audio files.

A Job can be run several times: For example, a scheduled Job that repeats and runs weekly.

Q. What will happen if my Job is larger than the space available?

A. Jobs will run until the available space limit is reached. An alert email will be sent if configured to do so.

Q. Do I need to know the Dataset ID before I start?

A. If you plan to filter using dataset IDs, then obtain them before you create a job, as this will make the process much quicker once you begin.

Q. Can I compress my files?

A. WAV audio files are generally compressable with archiving applications, but this is not a function of the bulk downloader app. You can do this on your PC after the files have been downloaded.

Q. Can I delete a job?

A. You cannot currently delete a job from ContactNow. You can however schedule a job for a date in the past (for start time) which will allow this to hide from Scheduled Jobs tab. If you specify a range going back more than 6 months ago, the downloader will push the start of the job to now minus 6 months.

Jobs displayed in the ContactNow Configuration > Bulk Download area can be re-used and re-configured if desired.