Recording URL Question

[mgamache_ion247.com]

I am working with a client that wants to use a 3rd party to analyze calls and recordings. They want the data in json file format, and want to call it from their servers, or have 3cx push it to them.

I have been able to parse the CDR.log file into individual fields using a txt of the cdr headers. I have also been able to parse the recording file name into fields in order to match to the cdr fields (the only "match" I've seen is the "time-answered" field which if I parse and format the recording file name, I can get those keys to match. Understanding that multiple calls can come in at the same time, I think if I have the CDR files export as a single file per call, it should keep the matches relatively clean.

My issue at the moment is the sending of the recording file. on v18, I can get a URL with the file info to send, but in v20 its either not working, or the path has changed. I currently have:

https://<company-name>.3cx.us:5001/#/download_record/'[TEST, test]_104-+14073833463_20241014154908(8).wav'
Above works on v18, but not on v20
I have tried:
w/o the 5001
with 5000 and HTTP://
without the /#

abut I cannot find out how to send that file.

Any assistance is appreciated.
Thx

 

[VoIPTools]

Whether you do this in V18 or V20, either way the automated process would have to first authenticate to 3CX in order to access the URL. You may have been able to access the URL directly without authentication because you had recently logged into 3CX and 3CX used your previous credentials (assuming the temporary credentials had not expired)

Your provider will have to authenticate to 3CX in order to access the URL. The process of authenticating is different in V18 vs V20. For V20, look at the XAPI documentation for how to authenticate. To further complicate things, I have found typically the service and/or the customer does not want every recorded call analyzed, rather, they may only want inbound calls to a Sales queue analyzed. So you will need a way of identifying which recordings to process.

That said, I think pushing the recordings to the service is far more straightforward. We have done this multiple times with multiple providers. You may want to look at our 3CX Recording Manager tool. We have already built the integration with a number of providers. Or, you can perform the exact same analysis yourself for comparatively free, and at the same time have unlimited control over what information you want.

Let me offer some examples, but understand there are no limits to what you can ask about your conversations.

• Provide suggestions for how the agent could more successfully overcome objections
• Rate how well the agent "asked for the sale"
• What was the general sentiment of the conversation -- give scores, and the specific reason for each score
• Did the agent inform the caller that the call was being recorded?
• List any commitments or task assignments

What is important to understand is that there are no limits to the questions you can ask, and you have complete control over who's calls are recorded and analyzed. The entire process is automated so you don't need to do any of this integration. It's already done for you.

 

[Evolute IT]

The CRM integration is the way to go here and it already provides a recording URL, along with some other data related to the call.