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Export

Export

Overview

The system has 3 different export features:

  • Advanced export: advanced export is designed to export data from the system on-demand or continuously with many configurable options.
    The advanced export is described on this page in detail.

  • Export policy: the export policy is designed to extract a large volume of data from the system on a continuous basis with only basic options.
    The description of the export policy can be found here: Export policy

  • Direct export policy: the direct export is designed to automatically extract all content directly from the Recording Servers, instead of querying the database. It is most suitable for exporting all data on a continuous basis from the system. The description of the export policy can be found here: Export policy

The following table describes the difference in the export features:

 

Advanced Export

Export Policy

Advanced IM Export Policy

Direct Export Policy

 

Advanced Export

Export Policy

Advanced IM Export Policy

Direct Export Policy

Place of execution

Media Repository / Application Server

Media Repository / Application Server

Media Repository / Application Server

Recording Server

Suitable for Large Volumes

No

Yes

Yes

Yes, recommended

Data Types and Source Platforms

Any

Any

Microsoft Teams

Limited

Database Query / File Based

Database Query

Database Query

Database Query

File

Filters

Any

Any

Any

Limited

User Assignment

Yes (policy filter configuration)

Yes (policy filter configuration)

Yes (policy filter configuration)

Yes (user/extension configuration)

Available from Search

Yes

No

No

No

Custom CDR File

Yes

No

No

No

Manifest File

Yes

No

No

No

Audit Log

Yes

Yes

Yes

Yes

Configurable Schedule

Yes

Yes

Hourly or less frequent only

No

Supports imported records

Yes

Yes

No

No

Simultaneous Execution

A single advanced export job can only run on a single server.

A single export policy can run on multiple servers, data is split across the servers.

A single export policy can run on multiple servers, data is split across the servers.

No

 

Advanced conversation export allows exporting recordings from the system:

  • The export feature is available for both users and administrators. Users can export recordings accessible for them, administrators can export any recordings.

  • Access to the export features is controlled by permissions.

  • Exports are executed by the storage service running on the Media Repository server(s). When users start a new export job, the system executes the job in the background and notify the users after completing the job in an email. Progress can be monitored on the export task list page.

  • Storage targets are available specifically for export jobs. The system places exported files to these locations. Access to storage targets can be restricted for configured users/groups. The system also offers a direct download option, where exported files are hosted on the Media Repository server.

  • The system is able to export media files for voice and video recordings, and IM transcript files if available (the system does not generate IM transcript files from the database if the file is missing).

  • The process can export metadata files in two formats: CSV and XML. The columns in the CSV file are customizable and created during the export process. The XML metadata file is the original metadata file created by the recording services. If the XML file is not available, the export process will not create it.

  • The export feature can create a Conversation Detail Records (CDR) file for each job in CSV/PDF format, listing all recordings. 

  • The system can create an export manifest file for each export job. It details how the search was run (query), the number of items exported, by who the search was run, the exceptions involved/encountered.

  • Export jobs can be run based on a configured schedule.

User permissions for conversation export

User permissions

The table below summarizes user-level permissions controlling access to export features. Users are only allowed to access export features through the search/list page, providing access to recordings available for the specific user only.

Permission

Description

Permission

Description

Download a Conversation

Allows downloading a single conversation on the search/list page.

Conversation Export

Grants access to advanced conversation export on the search/list page:

  • Media Files Only

  • Metadata Files Only

  • Both Media and Metadata Files

Recurring Conversation Export

Grants access to scheduled/recurring export under advanced export.

Conversations List Export

Allows exporting conversation detail records to CSV/XLS/PDF on the search/list page.

Administrator permissions

The table below summarizes administrator-level permissions controlling access to export features. Administrator level permissions allow exporting all recordings under Administration -> Conversation Export.

Permission

Description

Permission

Description

Conversation Export

Grants access to advanced conversation export under Administration -> Conversation Export:

  • Media Files Only

  • Metadata Files Only

  • Both Media and Metadata Files

Recurring Conversation Export

Grants access to scheduled/recurring export under advanced export.

Starting a conversation export

The system allows exporting and downloading conversations in various ways:

  • Users can download voice/video recordings, media files on the search/list page by clicking on the download icon (disk), for more information see Downloading a single media file.

  • Users can export conversation detail records on the search/list page by clicking on one of the export options (Excel, CSV, PDF) under the export button in the top toolbar.

  • Users can use the advanced export features on the search/list page by clicking on the Advanced option under the export button in the top toolbar.

  • Administrators can use the advanced export features under Data > Export.

Configuring advanced conversation exports

Once you start an advanced conversation export, you can configure various settings for the export job.

Conversation Export

In this section, you can configure the general settings for the export job.

Configuration Item

Description

Configuration Item

Description

Name

Descriptive name of the export job.

Target Type

The type of storage destination to which the job exports the ZIP archive containing all associated files.

  • Export to Storage Target
    Using this option, the ZIP file is exported to a specified storage target. Storage and export targets can be defined in VFC by storage administrators. Access to storage targets can be restricted to configured users or groups. VFC does not control access to the exported ZIP files on the storage target.

  • Export and Download as ZIP File
    Only available for export jobs started from the Conversation search page. Using this option, the system exports files to a configurable folder and offers a download option from the web application after completing the export job. The folder can be configured in the server configuration in the Web Application > Miscellaneous > Conversation export direct download target folder setting. The Direct Download feature is enabled by default, but can be completely disabled in the system. If users delete an export policy, the system offers the deletion of the files on the export location; otherwise the ZIP files can be removed from the system by manually deleting them from the export location.

Export templates

The export template to be applied to the export task.

When an export template is selected, clicking the Load Template button fills the export task fields with the configuration values saved in the template. Selecting and loading a new template overwrites the values already specified in the export task.

Enabled

Indicates whether the export task is enabled or disabled. Only enabled export tasks are executed.

Only enable an export task if you are certain that the correct parameters are configured and it can start processing conversations. When an enabled export task is saved, the system immediately executes the task and starts processing conversations in batches. If you disable the export task after it is saved as enabled, the in-progress batch of conversations will finish processing.

Storage Target

Storage Target selected for the export job. Only available when the Target Type is set to Export to Storage Target. For more information, see Storage and export targets.

Archive Method

Specifies the method of archiving the exported files.

If the Target Type is set to Export and Download as ZIP File and the Archive Method is set to use a compression method, then the compression happens while the policy runs and the compressed file is ready to download from the export policy after it finishes. If No compression is selected, then secondary Archive Method and ZIP File Password fields become available at the bottom of the page when the export job is complete, allowing you to set the compression and encryption of the file.

Standard ZIP Encryption provides weak security, but Windows File Explorer does not natively support AES-256 encryption. To open and extract export files with AES-256 encryption, use third-party software like 7-Zip or WinZip.

Options:

  • No compression: Do not compress or encrypt files while the export policy runs.

  • Compression with Standard ZIP encryption: Export files as a compressed archive, which is encrypted using the standard ZIP 2.0 (ZipCrypto) method.

  • Compression with AES-256 ZIP encryption: Export files as a compressed archive, which is encrypted with the AES-256 algorithm.

  • Compression with no encryption: Export files as a compressed archive, but do not encrypt the archive file.

ZIP File Password

The password for the encrypted archive file.

Only available when Archive Method is set to Compression with Standard ZIP encryption or Compression with AES-256 ZIP encryption.

If the Target Type is set to Export and Download as ZIP File and the Archive Method is set to No compression, then secondary Archive Method and ZIP File Password fields become available at the bottom of the page when the export job is complete, allowing you to set the compression and encryption of the file.

Time zone

The event times in the conversation metadata will be shown based on the selected time zone.

Rename Files

Files exported using their original file name unless a specific pattern is defined to rename the files. All media and metadata files will be renamed using the configured pattern.

Do Not Create Subfolders

If turned on, the export job won't place the files into different folders based on the date of the recordings.

Do Not Create Log in the Database

If turned on, then the system will not generate log in the database. This can be used to save space when no reporting is needed.
Note that the system will not export a conversation multiple times for the same Export Task even if this option is turned on.

Server

Sets which server(s) should run the export job. Servers can be added by clicking on the >> button, or removed by the << button. The server(s) on the same geographical location as where the user resides should be selected.

Query

Descriptive/friendly representation of the query used to select conversations for export. If a user starts the export from the search/list page, the query shows the criteria configured on the search page. If an administrator starts the advanced export job, this field reflects the query built on this page below.

Send Notification to Email Address(es) 

Email address(es) for notifications, separated by line breaks. The system sends a notification to the configured email address(es) after completing the export job. If the recurring job is scheduled, the system sends the notification after each run.

Email Subject

The subject of the notification email.

Email Message

Body of the notification email.

Source Dataset

Administrators can limit the scope of exported conversations to online, archived or both.

Scope

Defines which files are exported.

Options:

  • Media-only records

  • CDR-only records

  • Standard records

Ignore CDR-Only Records Without Related Media

For trader voice conversations, the system can create CDR-Only records without a reference to any media or if the related media was corrupted. These records can be ignored during export.

Options:

  • Do Not Ignore

  • Ignore All CDR-Only Records Without Related Media

  • Include Conversations With Media Failure

File Extension(s)

The file types to be exported. If empty, all associated files are exported.

Specify file extension values in a comma-separated list without the leading dot.

Example:

To export only *.wav and *.vtr files, enter: wav,vtr

Conversation Detail Fields

Administrators can define the criteria for selecting records for the export job.

Conversation Detail Fields

The table below summarizes the available conversation details fields which can be configured as a filter for the export.

Category

Field

Description

Category

Field

Description

Participants

From

The number of the caller party in the conversation.

From Info

The number of the called party in the conversation.

From (digits)

The number of digits in the phone number of the initiator of the conversation.

From Device ID

The Device ID of the initiator of the conversation.

From IP

The IP address of the caller party in the conversation.

To

The name of the caller party in the conversation.

To Info

The name of the called party in the conversation.

To (digits)

The number of digits in the phone number of the target of the conversation.

To Device ID

The Device ID of the target of the conversation.

To IP

The IP address of the called party in the conversation.

Both To or From

The number of any party participating in the conversation.

Both To or From Info

The name of any party participating in the conversation.

Dialed Number

The original dialed number.

User

The user associated with the conversation based on the extension configuration.

User Location

The location of the user, defined in the user configuration.

Extension

The extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below.

Group

The group where a conversation belongs to based on the users associated with the conversations.

User ID

The User/Agent/Trader ID obtained from the recorded platform.

Details

Start Time (UTC)

The start time of the conversation in UTC timezone.

Recent Than

Only conversations selected where the start time is recent than the defined value.

Make sure it is not used with a recurring schedule, otherwise conversations can be skipped if the defined value is close to the recurring period.

Older Than

Only conversations selected where the start time is older than the defined value.

Direction

The direction of the conversation (e.g. internal, inbound, outbound, etc.).

End Cause

The end cause of the conversation (e.g. normal, hold, transfer, etc.).

Duration Interval

The length of the conversation.

Conversation Type

The type of conversation. Available options:

  • Voice

  • Video

  • Instant Messaging

  • SMS

  • Desktop Screen

  • Screen & Application Share (Lync/SfB)

  • Whiteboard (Lync/SfB)

  • Poll / Q&A (Lync/SfB)

  • File Share (Lync/SfB)

Forward Reason

The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.).

Protected

Defines whether the conversation is protected.

Label

The labels added to the conversation.

Case

The cases containing the conversation.

Encrypted with Certificate

The certificate used to encrypt the conversation.

Signed with Certificate

The certificate used to sign the conversation.

Quality Management Scorecard Exist

Checks if there is a Quality Management Scorecard assigned to the conversation.

Analytics

Silence ratio

The silence ratio in a conversation.

Talkover ratio

The talkover ratio of the conversation.

Longest Silence

The longest silence present in a conversation.

Technical

Recording server

The hostname of the server that recorded the conversation.

Media file name

The name of the stored media file.

Storage target