Access Recordings From External Applications

You can play back and download Recording Management (CXone)s from external applications, such as from your CRM system.

Access Media Files From Your CRM System

You can play back or download media files directly from your CRM system using a URL.

Generate the URL in Studio and integrate it into your CRM system. Professional Services can help you, but there might be a fee for this service. Contact your account representative to learn more.

For example:

  • Play back the file:

    • Voice or digital recording: https://na1.nice-incontact.com/player/#/cxone-player/acd-contacts/acdContactId

    • Recorded statement:  https://na1.nice-incontact.com/player/#/cxone-player/acd-contacts/acdContactId/statements/statementId

    The URL for play back launches the NiCE CXone Player by default. You can configure it to open in other players.

  • Download the file:

    • Voice and screen recording: https://na1.nice-incontact.com/media-download/#/acd-contacts?acdContactId=acdContactId&isDownload=true

    • Voice only: https://na1.nice-incontact.com/media-download/#/acd-contacts?acdContactId=acdContactId&isDownload=true&mediaType=voice-only

    • Recorded statement: https://na1.nice-incontact.com/media-download/#/acd-contacts/acdContactId/statements/statementId?isDownload=true&mediaType=voice-only

    The filename is formatted as CXone recording_{agent name}_{call start time}[UTC]_{id}.mp4. Note that the date in the filename is in UTC, unlike the Player, which is displayed in your local time zone.

The acdContactId is the NiCE CXone Master Contact IDClosed The master or parent ID for one or more related contacts. A new master contact ID is assigned if a contact is transferred three or more times..