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Dan McGrail
Joined Oct 16, 2021
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Last activity Oct 16, 2021
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Latest activity by Dan McGrail
Dan McGrail commented,
Hi Domingo. We have no working solution at this time.
We have a connector that reads ZD API's to capture metadata about tickets, to download audio recordings from ZD and then delete the audio recordings from the ZD ticket to provide PCI Compliance.
We have a separate tool that records screen video on the agents desktop. These videos are sent to our cloud and sit next to the ZD audio recordings we downloaded in the step above from ZD API. We then have business logic to sync, align and merge the audio and video together into a single MP4 audio+video usable multi media event.
The problem we are having is 10 minutes of realtime agent activity produces 10 minutes of video but only [X] minutes of audio because the audio recording does not contain the hold periods. If you combine a 10min video with a 6min audio file the screens dont match the audio.
We have had similar issues with other ACD audio recording engines and we solved for it by either enabling record thru hold if the feature exists, or by reading metadata from the ACD about the hold periods and inserting silence back into the audio recording to remake the audio length to match real time. Now, audio and video aligns again.
The problem we are having with ZDVoice is that they do not record through hold, do not offer an option to do so, and do not offer an API that contains metadata about the holds.
Our hands are tied.
View comment · Posted Oct 14, 2021 · Dan McGrail
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Dan McGrail commented,
@..., is there any indication calls are placed on hold. Time markers or hit markers indicating HOLD_START and HOLD_STOP. Something we can use to stop/restart screen capture. API data, report data, anything?
Changing screen capture tech would lead to the same problem. Audio recording is occurring on 1 thread, screen recording on another, independent of each other. If the call starts at 10:00am and the call ends at 10:30am and the call has two 5 minute blocks of hold. Screen Recording would be 30minutes duration, Audio recording would be 20minute duration. The audio and screens would be misaligned. This is easily correctable during playback if we know when hold starts and stops.
Any info you could provide would be greatly appreciated. Thanks.
View comment · Posted Sep 08, 2021 · Dan McGrail
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Dan McGrail commented,
@...
We use a 3rd party application to record screen captures and attach them with the audio recording from Zendesk Talk. When the call goes on hold the audio recording stops and this mis-aligns screen capture. Is there a way to "Record Through Hold", similar to many many other audio recording products. Thank you.
View comment · Posted Aug 19, 2021 · Dan McGrail
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Dan McGrail created a post,
We use a 3rd party application to record screen captures and attach them with the audio recording from Zendesk Talk. When the call goes on hold the audio recording stops and this mis-aligns screen capture.
Requesting a new feature in ZenTalk to allow for "Record Through Hold", similar to many many other audio recording products.
Posted Aug 19, 2021 · Dan McGrail
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