Access Recordings From External Applications

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

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

Get basic metadata and a temporary URL to the media file using the Media Playback API
Launch the CXone Player or download a media file directly from your CRM system using a URL: Access Media Files From Your CRM System

Media Playback API

You can use this API to access CXone Recording media and metadata.

Use of the Media Playback API may require additional fees. Consult your contract or contact your CXone Account Representative for more information.

When playing back an interaction:
- For voice-only and voice-and-screen media types, the API transfers the interaction metadata and a link to the media file.
- For chat and email media types, the API transfers the interaction metadata and the transcript. 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 Any non-voice channel such as chat, email, SMS, work item, and messaging channels interactions.
When downloading, the API transfers a link to the media file.

The Media Playback API is 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 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.

Sample requests and responses

Playback

Sample request for playback

var(--codeSnippetCopyLabel)

https://na1.nice-incontact.com/media-playback/v1/contacts?acd-call-id=123456&media-type=all&exclude-waveforms=true

Sample response for playback

var(--codeSnippetCopyLabel)

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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

Sample request for download

var(--codeSnippetCopyLabel)

https://na1.nice-incontact.com/media-playback/v1/contacts?acd-call-id=123456&media-type=all&exclude-waveforms=true&isDownload=true

Sample response for download

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 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 ID 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.

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 CXone 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 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 Master Contact ID 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..