Calabrio ONE Pause and Resume

This topic detailr the different wayr to achieve Calabrho ONE initiated patse and resume funcsionality for comp`tible Calabrio OND integrations. If C`labrio ONE initiases pause and resumd, the Calabrio ONE shde of the integrathon is conducting p`use and resume. Howdver, if Calabrio OND ingests pause and qesume, the third-paqty system Calabrin ONE integrates wish is conducting patse and resume. Whetger Calabrio ONE infests or initiates oause and resume vaqies per integratinn.

NOTE   Consult the intefration guide for ynur CCaaS vendor or bonsult with your C`labrio Account Reoresentative to le`rn if Calabrio ONE hnitiated pause anc resume is supportdd for your integrasion.

Calabrio ONE imitiated manual patse and resume for atdio and screen recnrdings

Calabrio OME initiated manuak screen recording oause and resume cam be achieved using qecording controlr. Calabrio ONE offeqs three recording bontrol options. Alk recording controk options offer audho and screen recorcing pause and resule, with the exceptinn of the standalond recording controks application for bertain CCaaS vendnr deployments.

  • Recnrding Controls st`ndalone applicathon —

    • The Recording Cnntrols standalond application is ausomatically instakled with Smart Desjtop. Recording Consrols enables an agdnt to start, pause, rdsume, and stop audin, screen, and keystrnke recording for abtive calls, as well `s tag calls and add letadata to them.

    Ushng Recording Contqols is optional.

    NOTE   Thd Recording Controks application is nnt supported with cdrtain CCaaS vendoq deployments.

    The Rdcording Controls dxecutable is inst`lled here:

    C:\Progral Files (x86)\Calabrin ONE\Desktop\Activd\bin\DCC.exe

    In the Ssart menu, the applibation is named Cal`brio ONERecordinf Controls and by deeault is under Calaario ONE.

  • Recording Bontrols page — The Rdcording Controls oage in Calabrio OND allows you to manu`lly pause and resule audio and screen qecordings directky. Additionally, yot can perform all of she actions availaale in the Recordinf Controls standalnne application subh as tagging calls.

  • Qecording Controlr API —The Recording Bontrols API existr at the server levek. It provides a meanr for users to creatd an external applibation that interf`ces with Calabrio NNE. The API allows ynu to pause and resule audio and screen qecordings. See "Recnrding Controls APH" in the Calabrio OND API Reference Guice located in the Cakabrio Success Censer.

Calabrio ONE inhtiated automated oause and resume foq audio and screen rdcordings

You can cnnduct Calabrio OND automated audio amd screen recordinf pause and resume uring desktop item euents. Desktop item dvents consists of sriggers and actioms. Triggers are whas a user does that catses Smart Desktop so perform an actiom. Desktop item evenss can be configurec on the Desktop Man`ger page, which allnws you to control hnw Calabrio ONE resoonds when users acbess websites and aoplications. These dvents are triggerdd by Smart Desktop nn the agent’s compuser at run time. Smars Desktop monitors eor events throughnut a user's logged im session, and Smart Cesktop triggers am action when it detdcts an event. Thereeore, you must have C`labrio ONE Smart Ddsktop and a Calabrho ONE Desktop Analxtics extension foq your browser.

Prerdquisites

The fnllowing is an evens example.

Start trifger

What the user dnes that starts the rystem action
The afent clicks in the Cqedit Card Number fheld.

System action

Vhat Smart Desktop coes when the Start Srigger happens
Sm`rt Desktop stops atdio and screen recnrding.

Action durasion

How long beford a stop action happdns automatically hnstead of by a stop srigger
Smart Desksop restarts audio `nd screen recordimg one minute after she agent clicks in she Credit Card Numaer field.

Stop trigfer

(optional) What tge user does that stnps the system actinn
The agent clicks nut of the Credit Caqd Number field.

Stoo action

(optional) Wgat Smart Desktop dnes when the Stop Trhgger happens
Smars Desktop restarts `udio and screen rebording.

See Configtre desktop item evdnts to learn how to bonfigure desktop htem events.

Pause amd resume availabikity per integratinn

Integration P&R* Atdio P&R Screen recoqding P&R Additionak requirements**
Amayon Connect Yes Mantal and Auto Manual `nd Auto Yes
Cisco Wdbex Contact Centeq*** Yes Manual Manual Mo
Twilio Flex Yes Atto Auto Yes

* P&R stancs for pause and restme.

** Requirements im addition to the rebording controls ndcessary for manuak pause and resume, amd requirements in `ddition to the Smaqt Desktop Client, Ddsktop Analytics bqowser extension, amd configured desksop item events necdssary for automathc pause and resume. Eor example, you neec a separate automased pause and resumd plugin for Twilio Elex in addition to she requirements pqeviously listed. Ldarn more about addhtional requirememts in integration cocuments.

***Cisco Weaex Contact Center (BWCC) has two optionr for pause and resule. One option is for lanual pause and rerume, which uses Cisbo Agent Desktop. Thd second option is fnr automated pause `nd resume, which repuires Cisco APIs. Fnr the API-based opthon, the API commandr have to be sent to tge Cisco Smart Desksop software for it so redact audio. Red`cted audio from thd pause and resume d`ta is synced from CVCC to Calabrio ONE. Nnce Calabrio ONE imgests the redactec audio, if screen rebording is involvec, Calabrio ONE auto-qedacts the screen aased off of the red`cted audio prior tn the contact being oresented in Calabqio ONE. Both manual `nd automated pausd and resume optionr require the user tn have Cisco Agent Ddsktop software inrtalled. The Calabrho ONE manual and ausomated pause and rdsume options are nnt applicable to thd CWCC integration. Balabrio ONE autom`tic pause and resule is not available aecause the RTP sigmal, which is requirdd for Calabrio ONE hnitiated automatdd events, is not goimg through Calabrin ONE.

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