Access Recordings From External Applications

You can play back and download Recordings from external applications, such as from your CRM system.

There are 2 main ways of accessing recordings from outside CXone Mpower:

Media Playback APIs

Use the Media Playback APIs to access Recording media and metadata when extracting call segments and contacts.

Use of these APIs may require additional fees. Consult your contract or contact your CXone Mpower Account Representative for more information.

  • When extracting an interaction:

    • For voice-only and voice-and-screen media types, the API provides the interaction metadata. The link to the media file can be found under the fileToPlayUrl field in the Success response.

    • For chat and email media types, the API provides the interaction metadata and the transcript. In the Success response, you can find the transcript under the messages field and the link to the media file under the filetoplayurl field.

      If the media type is set to all (and not specifically set to chat or email), then if there is a screen recording, you will also get a link to the media file for digital interactions. You can use this API to access CXone Recording media and metadata.

  • When downloading, the API transfers a link to the media file.

The Media Playback APIs are available in the DEVone Developer Community portal.

Before You Start

Before you can start using the Media Playback API, you must set up user permissions, generate an access key, and follow the registration and authentication process explained on the developer portal. Required permissions:

  • If you're searching for recordings that are not under your account, they you need the Search & Playback > Player > Play/download recordings: Play Any permission.

  • If you want the request to return Sentiments and Categories, they you also need the Search & Playback > Player > View sentiments and categories permission.

GET Contacts

Access the full contact (the entire interaction with all segments) based on ACD Call ID. The ACD Call ID depends on the ACD solution, for example, this is the same as the CXone Mpower Master Contact ID.

You can find the correct ACD Call ID in the following ways:

  • Use the Master Contact ID from the Contact History Report.

  • Use the ACD Call ID from the output of Data Extraction API Metadata entity.

Keep in mind that using the ACD Call ID GET method, you can play back or download interactions recorded from December 13, 2018. Accessing an interaction recorded before December 13, 2018 will give an Interaction Not Found error.

Playback

var(--codeSnippetCopyLabel) 
https://na1.nice-incontact.com/media-playback/v1/contacts?acd-call-id=123456&media-type=all&exclude-waveforms=true
var(--codeSnippetCopyLabel) 
200 OK
    {
  "value": {
    "contactId": "11e766de-4ace-33d0-9ff6-0242ac110004",
    "Interactions": [
      {
        "Interaction": {
          "mediaType": "voice-and-screen",
          "startTime": "2018-11-20T08:20:31.941Z",
          "endTime": "2018-11-20T08:25:56.957Z",
          "data": {
            "startTime": "2018-11-20T08:20:31.941Z",
            "endTime": "2018-11-20T08:25:56.957Z",
            "acwEndTime": "2018-11-20T08:27:09.643Z",
            "fileToPlayUrl": "https://test-mcrplaybackmanager-4b5e-9234-54cbe7855ca1.mp4",
            "videoImageUrl": null,
            "waveformDataList": [
              {
                "channel": 0,
                "normalizedPcmData": [
                  0.001,
                  0.001,
                  0.001
                ]
              }
            ],
            "participantDataList": [
              {
                "participantType": "AGENT",
                "agentName": "Mary Walker",
                "participantId": "271863",
                "userId": "11e846d2-dd9f-6f10-9aef-0242ac110002",
                "voiceStages": [
                  {
                    "stageType": "ACTIVE",
                    "startTime": "2018-11-20T08:20:31.941Z",
                    "endTime": "2018-11-20T08:25:56.957Z",
                    "segmentID": "e079511b-c077-489e-85a3-24b1b147d3c7",
                    "displays": null
                  }
                ],
                "screenStages": [
                  {
                    "stageType": "ACTIVE",
                    "startTime": "2018-11-20T08:20:31.941Z",
                    "endTime": "2018-11-20T08:25:56.957Z",
                    "segmentID": "e7621f2c-32e4-47cd-bfc5-29a48343f7e0",
                    "displays": [
                      {
                        "width": 1680,
                        "height": 1050,
                        "topLeftX": -1680,
                        "topLeftY": 0
                      },
                      {
                        "width": 1680,
                        "height": 1050,
                        "topLeftX": 0,
                        "topLeftY": 0
                      },
                      {
                        "width": 1366,
                        "height": 768,
                        "topLeftX": 1680,
                        "topLeftY": 0
                      }
                    ]
                  }
                ],
                "channel": 0
              },
              {
                "participantType": "CUSTOMER",
                "agentName": null,
                "participantId": "68367118",
                "userId": null,
                "voiceStages": [
                  {
                    "stageType": "ACTIVE",
                    "startTime": "2018-11-20T08:20:31.941Z",
                    "endTime": "2018-11-20T08:25:56.957Z",
                    "segmentID": "e079511b-c077-489e-85a3-24b1b147d3c7",
                    "displays": null
                  }
                ],
                "screenStages": [],
                "channel": 0
              }
            ],
            "segmentsDataList": [
              {
                "startTime": "2018-11-20T08:20:31.941Z",
                "endTime": "2018-11-20T08:25:56.957Z",
                "acwEndTime": "2018-11-20T08:27:09.643Z",
                "openReasonType": "SEGMENT",
                "closeReasonType": "SEGMENT",
                "directionType": "OUTBOUND",
                "source": null
              }
            ],
            "categoryMatchesList": [
              {
                "categoryHierarchy": [
                  "Account Inquiries",
                  "Account Problems"
                ],
                "secondsOffsets": [
                  24
                ],
                "confidence": 95
              }
            ],
            "sentiments": [
              {
                "overallSentiment": "POSITIVE",
                "segmentStartTime": "2018-11-20T08:20:31.941Z",
                "channel": 1
              },
              {
                "overallSentiment": "POSITIVE",
                "segmentStartTime": "2018-11-20T08:20:31.941Z",
                "channel": 0
              }
            ]
          }
        }
      },
      {
        "Interaction": {
          "mediaType": "chat",
          "startTime": "2018-11-21T08:27:09.643Z",
          "endTime": "2018-11-21T18:20:31.941Z",
          "data": {
            "startTime": "2018-11-21T08:27:09.643Z",
            "endTime": "2018-11-21T18:20:31.941Z",
            "transferPoints": [
              "2018-11-21T10:34:23.433Z"
            ],
            "participants": [
              {
                "participantType": "AGENT",
                "participantName": "Kevin Allen"
              },
              {
                "participantType": "CUSTOMER",
                "participantName": ""
              }
            ],
            "messages": [
              {
                "participantType": "AGENT",
                "participantName": "Kevin Allen",
                "text": "agent 1",
                "timeStamp": "2018-11-21T10:35:23.643Z"
              },
              {
                "participantType": "CUSTOMER",
                "participantName": "",
                "text": "Betty Alexander"
              }
            ]
          }
        }
      },
      {
        "Interaction": {
          "mediaType": "email",
          "startTime": "2018-11-21T18:30:09.643Z",
          "endTime": "2018-11-21T18:36:36.347Z",
          "data": {
            "startTime": "2018-11-21T18:30:09.643Z",
            "endTime": "2018-11-21T18:34:56.957Z",
            "acwEndTime": "2018-11-21T18:36:36.347Z",
            "participants": [
              {
                "participantType": "AGENT",
                "participantName": "Angela Bryant",
                "actions": [
                  {
                    "timeStamp": "2018-11-21T18:30:09.643Z",
                    "action": "NewOutbound"
                  },
                  {
                    "timeStamp": "2018-11-21T18:34:56.957Z",
                    "action": "Send"
                  }
                ]
              }
            ],
            "content": {
              "sentTime": "2018-11-21T18:34:56.957Z",
              "from": "doNotAnswer@ourcompany.com",
              "to": [
                "angelab@yourcompany.com"
              ],
              "cc": [],
              "bcc": [],
              "subject": "Hello",
              "body": "Hi"
            }
          }
        }
      }
    ]
  }
 }

Download

var(--codeSnippetCopyLabel) 
https://na1.nice-incontact.com/media-playback/v1/contacts?acd-call-id=123456&media-type=all&exclude-waveforms=true&isDownload=true
var(--codeSnippetCopyLabel) 
{
    "redirectUrl" : "https://na1-mcrplaybackmanager-12345ABCDEF.s3.us-west-2.amazonaws.com/tenant/output_12345ABCDEF.mp4?X-Amz-Security-Token=12345ABCDEF12345X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Date=20200820T114056Z&X-Amz-SignedHeaders=host&X-Amz-Expires=1800&X-Amz-Credential=12345ABCDEFus-west-2%2Fs3%2Faws4_request&X-Amz-Signature=12345ABCDEF"
}

Responses

  • 200 Success

  • 400 Invalid Request

  • 401 Not Authorized to Play Back

  • 403 Permission Required

  • 404 Interaction Not Found

  • 500 Internal Server Error

    A 500 Internal Server Error response with internal error code 8401 indicates a technical limitation in the API. You can play back and download all recordings in the CXone Mpower Player.

GET Statements

Access a recording statement based on ACD Contact ID and Statement ID. The ACD Contact ID depends on the ACD solution, for example, here the acdContactId is the Master Contact IDClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times..

The URL returned by the API is valid for 30 minutes or the duration of the call, whichever is longer.

Responses

  • 200 Success

  • 400 Invalid Request

  • 401 Not Authorized to Play Back

  • 403 Permission Required

  • 404 Interaction Not Found

  • 500 Internal Server Error

GET Segment IDs

Access a recording segment using the Segment ID, independent of the associated contact ID. Segment IDs can be found in Interaction Search or by using the Data Extract API. Only segments in active storage can be accessed. Segments in long-term storage must be moved to active storage before they can be accessed.

Responses

  • Status 200—Successful operation.

  • Status 202—Operation is in process.

  • Status 400—Bad request.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found.

  • Status 425—The interaction is locked while processing a previous request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.

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 CXone Mpower 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 CXone Mpower Master Contact IDClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times..