Calabrio ONE Pause and Resume

This topic details the different ways to achieve Calabrio ONE initiated pause and resume functionality for compatible Calabrio ONE integrations. If Calabrio ONE initiates pause and resume, the Calabrio ONE side of the integration is conducting pause and resume. However, if Calabrio ONE ingests pause and resume, the third-party system Calabrio ONE integrates with is conducting pause and resume. Whether Calabrio ONE ingests or initiates pause and resume varies per integration.

NOTE   Consult the integration guide for your CCaaS vendor or consult with your Calabrio Account Representative to learn if Calabrio ONE initiated pause and resume is supported for your integration.

Calabrio ONE initiated manual pause and resume for audio and screen recordings

Calabrio ONE initiated manual screen recording pause and resume can be achieved using recording controls. Calabrio ONE offers three recording control options. All recording control options offer audio and screen recording pause and resume, with the exception of the standalone recording controls application for certain CCaaS vendor deployments.

  • Recording Controls standalone application —

    • The Recording Controls standalone application is automatically installed with Smart Desktop. Recording Controls enables an agent to start, pause, resume, and stop audio, screen, and keystroke recording for active calls, as well as tag calls and add metadata to them.

    Using Recording Controls is optional.

    NOTE   The Recording Controls application is not supported with certain CCaaS vendor deployments.

    The Recording Controls executable is installed here:

    C:\Program Files (x86)\Calabrio ONE\Desktop\Active\bin\DCC.exe

    In the Start menu, the application is named Calabrio ONERecording Controls and by default is under Calabrio ONE.

  • Recording Controls page — The Recording Controls page in Calabrio ONE allows you to manually pause and resume audio and screen recordings directly. Additionally, you can perform all of the actions available in the Recording Controls standalone application such as tagging calls.

  • Recording Controls API —The Recording Controls API exists at the server level. It provides a means for users to create an external application that interfaces with Calabrio ONE. The API allows you to pause and resume audio and screen recordings. See "Recording Controls API" in the Calabrio ONE API Reference Guide located in the Calabrio Success Center.

Calabrio ONE initiated automated pause and resume for audio and screen recordings

You can conduct Calabrio ONE automated audio and screen recording pause and resume using desktop item events. Desktop item events consists of triggers and actions. Triggers are what a user does that causes Smart Desktop to perform an action. Desktop item events can be configured on the Desktop Manager page, which allows you to control how Calabrio ONE responds when users access websites and applications. These events are triggered by Smart Desktop on the agent’s computer at run time. Smart Desktop monitors for events throughout a user's logged in session, and Smart Desktop triggers an action when it detects an event. Therefore, you must have Calabrio ONE Smart Desktop and a Calabrio ONE Desktop Analytics extension for your browser.

Prerequisites

The following is an event example.

Start trigger

What the user does that starts the system action
The agent clicks in the Credit Card Number field.

System action

What Smart Desktop does when the Start Trigger happens
Smart Desktop stops audio and screen recording.

Action duration

How long before a stop action happens automatically instead of by a stop trigger
Smart Desktop restarts audio and screen recording one minute after the agent clicks in the Credit Card Number field.

Stop trigger

(optional) What the user does that stops the system action
The agent clicks out of the Credit Card Number field.

Stop action

(optional) What Smart Desktop does when the Stop Trigger happens
Smart Desktop restarts audio and screen recording.

See Configure desktop item events to learn how to configure desktop item events.

Pause and resume availability per integration

Integration P&R* Audio P&R Screen recording P&R Additional requirements**
Amazon Connect Yes Manual and Auto Manual and Auto Yes
Cisco Webex Contact Center*** Yes Manual Manual No
Twilio Flex Yes Auto Auto Yes

* P&R stands for pause and resume.

** Requirements in addition to the recording controls necessary for manual pause and resume, and requirements in addition to the Smart Desktop Client, Desktop Analytics browser extension, and configured desktop item events necessary for automatic pause and resume. For example, you need a separate automated pause and resume plugin for Twilio Flex in addition to the requirements previously listed. Learn more about additional requirements in integration documents.

***Cisco Webex Contact Center (CWCC) has two options for pause and resume. One option is for manual pause and resume, which uses Cisco Agent Desktop. The second option is for automated pause and resume, which requires Cisco APIs. For the API-based option, the API commands have to be sent to the Cisco Smart Desktop software for it to redact audio. Redacted audio from the pause and resume data is synced from CWCC to Calabrio ONE. Once Calabrio ONE ingests the redacted audio, if screen recording is involved, Calabrio ONE auto-redacts the screen based off of the redacted audio prior to the contact being presented in Calabrio ONE. Both manual and automated pause and resume options require the user to have Cisco Agent Desktop software installed. The Calabrio ONE manual and automated pause and resume options are not applicable to the CWCC integration. Calabrio ONE automatic pause and resume is not available because the RTP signal, which is required for Calabrio ONE initiated automated events, is not going through Calabrio ONE.

Related topics